Service Delivery Agent jobs

Federated Co-operatives Limited (FCL) is hiring a Senior Specialist, Service Quality on a permanent basis on our Technology team. This position is a remote opportunity and will be based in anywhere across Canada .

The Senior Specialist, Service Quality provides expert oversight of service performance, quality assurance, knowledge management, and training, ensuring consistent, high-quality service delivery across FCL and its service partners. The role uses data-driven insights to identify risks, drive continuous improvement, strengthen service standards, and enhance customer and operational outcomes. If you enjoy supporting customers through strong service quality and governance practices, we encourage you to apply today!

What you’ll do:

• Manage and analyze service performance measures, KPIs, and SLAs to identify trends, risks, and improvement opportunities that support effective governance and decision-making.
• Design and manage a service desk quality assurance framework to evaluate service interactions, incorporate customer feedback, and drive targeted improvements through coaching, training, and process enhancements.
• Develop and maintain accurate, current service operations knowledge, identifying gaps and collaborating with subject matter experts and service partners to support consistent and effective service delivery.
• Assess learning needs and develop onboarding, refresher, and change-readiness training to ensure service operations partners are prepared to effectively support new and evolving services.
• Drive continuous improvement and service governance by translating performance insights into corrective actions, strengthening stakeholder partnerships, supporting audits, and managing service quality and compliance risks.

Who you’ll work with:
The Team: You will work closely with Customer Experience and Service Platforms team, will report into the Senior Manager, Service Operations. This team fosters a collaborative and open culture that encourages innovation, empowers employees to take ownership of their work, and provides leadership support to help remove barriers and navigate ambiguity.

The Collaborators: You will work closely with teams across our Technology business unit and collaborate with partners throughout the organization, including Employee Experience teams, external vendors, Local Co-ops, and FCL employees.

Why it matters:
We help local Co-ops serve their communities by providing support and leadership to food, pharmacy, liquor and convenience stores, and by delivering quality products and exemplary customer service.

Who you are:
You are looking for a career in Information Technology and :

• Have 6-9 years of progressively responsible experience in IT service management, service operations, performance analytics, quality assurance, knowledge management, training or related profession.
• Have a Bachelor’s degree in Information Technology, Business Administration, Data Analytics, Education, or a related field (a combination of relevant education and experience may be considered).
• Experience interpreting complex operational data, developing performance and quality frameworks, coordinating knowledge and learning programs, and working with third-party service providers is required.
• ITIL certification and ServiceNow, knowledge management, quality assurance, data analytics, instructional design or adult learning certifications are assets.
• Advanced proficiency with reporting and data visualization tools is preferred.
• Are familiar with service quality frameworks such as SERVQUAL, ISO standards or customer experience methodologies.

What we offer:

• Competitive salaries, short-term incentives, a comprehensive benefits package, and an employer-contributed pension plan.
• Encouragement to take advantage of learning opportunities to grow and develop as a Team Member.
• As a co-operative, we do business differently. We believe in working together to serve Western Canadians, delivering profits back to our communities and investing in sustainable growth. To learn more about who we are and what we offer, visit www.fcl.crs .

We are committed to providing reasonable accommodations throughout the recruitment process to ensure an enjoyable candidate experience. If you require an accommodation during the recruitment process, we invite you to submit your requests to us via fclhr@fcl.crs. All information received will be kept confidential.

If this opportunity speaks to you, we invite you to apply by October 19, 2026 .

We thank all candidates for their interest, however only those selected to continue in the recruitment process will be contacted. FCLHP

As this position is considered a position of trust, you may be required to complete criminal background check in accordance with FCL policies.

FCL embraces diversity and inclusion. We’re working to create a workforce that is as diverse as the communities we serve and an environment where every team member brings their whole self to work. We believe all candidates should feel at home with us and be given the opportunity to fully participate during the recruitment process.