Team Lead, Change Management & Quality Assurance - Commercial

Position Summary:

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 manages quality assurance and training functions, leads training change management initiatives, and partners with stakeholders to enhance efficiency, compliance, and customer and sales partner satisfaction across the organization.

Key Accountabilities\: 

• 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 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 analysis, 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.

Skills & Competencies:

• Strong leadership and coaching skills with a passion for customer service excellence.

• Analytical and detail-oriented, with proven decision-making ability.

• Excellent communication and interpersonal skills.

• Ability to manage multiple priorities in a fast-paced, changing environment.

• Strong project management and change management expertise.

• Proficient in QA tools, CRM systems, and MS Office applications.

• Self-motivated, accountable, and collaborative with a results-driven mindset.

Qualifications:

• 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 change management roles.

• Certification in Lean Six Sigma or Change Management (e.g., PROSCI) preferred.

• Spanish Bilingual (written and Verbal) will be preferred.

Work Authorization\: Applicants must be authorized to work in the US or CA on a full-time basis. Unfortunately, a current or future need for sponsorship is not supported or available for this position.

Compensation\: $57,860 - $78,110 CAD Annual.  *This range reflects base pay only. This role is also eligible for a sales bonus.  Please note the compensation is listed in compliance with Ontario law and is specific to CA.  It does not apply to similar roles based in the United States. 

Disclosures\: 

Canada\: Just Energy is committed to fostering an inclusive and accessible work environment.  We value diversity and do not discriminate on the bases of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, or any other grounds protected by the Ontario Human Rights Code. This posting is for an existing vacancy.  Just Energy does not use Artificial Intelligence to screen, assess, or select applicants for this position.

United States\:  It is the policy of Just Energy to ensure equal employment opportunity in accordance with all applicable federal and state regulations and guidelines. Employment discrimination against employees and applicants due to race, color, religion, sex (including sexual harassment), national origin, disability, age, sexual orientation, gender identity, military status, and veteran status or other legally protected class under applicable law is prohibited.