Team Lead, Change Management & Quality Assurance

Just Energy

On-sitePosted 28 июля 2026 г.

Team Lead, Change Management & Quality Assurance

Just Energy

On-sitePosted 28 июля 2026 г.

About the role

Team Lead, Change Management & Quality Assurance – Commercial

Overview: The Team Lead, Commercial Call and Email Quality & Change Management is responsible for ensuring excellence in all customer communications—calls and emails—within the Commercial Account Management team. This role oversees quality assurance and training functions, leads training and change management initiatives, and collaborates with stakeholders to improve efficiency, compliance, and customer and sales partner satisfaction.

Responsibilities

Qualifications:

Partner with management and stakeholders to achieve KPIs related to QA, training, and change management.
Oversee change management and end-user readiness for deployed projects; ensure compliance with operational policies.
Collaborate with cross-functional teams to support initiatives such as process automation and service efficiency improvements.
Lead QA reviews of calls and emails to ensure compliance, professionalism, and customer satisfaction.
Manage the QA team to identify skill gaps, provide feedback, and support employee performance and growth.
Conduct analyses, generate reports, and present insights to support business decisions.
Participate in calibrations and implement action plans to enhance client experience.
Drive continuous improvement of standards, policies, and procedures.
Perform ad-hoc reporting, research, and analysis as required.
Degree in business, communications, or related field.
6–8 years of experience in commercial customer service or contact center operations.
3+ years in quality assurance and/or c

About the role

Team Lead, Change Management & Quality Assurance – Commercial

Overview: The Team Lead, Commercial Call and Email Quality & Change Management is responsible for ensuring excellence in all customer communications—calls and emails—within the Commercial Account Management team. This role oversees quality assurance and training functions, leads training and change management initiatives, and collaborates with stakeholders to improve efficiency, compliance, and customer and sales partner satisfaction.

Responsibilities

Qualifications:

Partner with management and stakeholders to achieve KPIs related to QA, training, and change management.
Oversee change management and end-user readiness for deployed projects; ensure compliance with operational policies.
Collaborate with cross-functional teams to support initiatives such as process automation and service efficiency improvements.
Lead QA reviews of calls and emails to ensure compliance, professionalism, and customer satisfaction.
Manage the QA team to identify skill gaps, provide feedback, and support employee performance and growth.
Conduct analyses, generate reports, and present insights to support business decisions.
Participate in calibrations and implement action plans to enhance client experience.
Drive continuous improvement of standards, policies, and procedures.
Perform ad-hoc reporting, research, and analysis as required.
Degree in business, communications, or related field.
6–8 years of experience in commercial customer service or contact center operations.
3+ years in quality assurance and/or c

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