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SalaryQuality Assurance Analyst
We are seeking a Quality Assurance Analyst to ensure the delivery of a high standards in customer experience. Working a part of the National Client Service Centre (NCSC), this role is responsible for identifying areas of opportunity, developing solution plans and ensuring key performance indicators are achieved. The Quality Assurance Analyst will drive attention to quality; ensuring each NCSC team meets or exceeds quality standards by NCSC leadership. With consistent attention to key performance indicators (KPIs) and data, the Quality Assurance Analyst will ensure confidence in the data collected, organize data in such a way that all stakeholders can accurately interpret and develop action plans based on areas requiring improvement.
Hours of Work: This role is a full-time role, Monday – Friday (8:30am to 4:30pm) with the flexibility to work extended hours as needed. **Some evenings and weekends as required.** **Must have flexibility*
PRIMARY DUTIES:
As a Quality Assurance Analyst, you will:
- Develop a Scorecard for all NCSC Coordinators to be measured against and extract data from data management systems to monitor trends and identify problems, opportunities for improvement, and evidence of success
- Facilitate data confidence through cross referencing various data management systems
- Source opportunities to better collect and manage key pieces of data that drive CX outcomes and Coordinator performance
- Identify opportunities to improve service and communicate to those who can use the data to make appropriate changes
- Analyze and interpret data to provide feedback to the NCSC Director and NCSC Manager of Operations and other relevant internal stakeholders
- Facilitate effective communication (verbal and written) within the NCSC Leadership team to share data that contributes to improving effectiveness and/or efficiency
- Actively seek out ways to use data to improve service delivery through communicating with NCSC Leadership Team
- Effectively communicate within the team regarding opportunity to improve quality, data management, and overall effectiveness of CX, service delivery, engaging any or all stakeholders that can contribute to positive change
- Actively contribute to local Quality Improvement Plans
- Actively contribute to formal and informal dialogue regarding Quality Improvement (including process that supports)
- Liaise with other Quality Specialists to share knowledge and experience within the organization
QUALIFICATIONS
To take on the role of a Quality Assurance Analyst, you must:
- 3-5 years of experience in a similar role, preferably in a customer service industry
- Bachelor Degree or other post-secondary degree or equivalent in a relatable field is not required, but considered an asset
- Excellent verbal & written communication skills and strong emotional intelligence
- Expert in Excel with ability to manipulate data
- Leadership, decision-making and analytical skills
- Ability to evaluate and synthesize data
- Excellent attention to detail
- Strong aptitude for process thinking
- Strong knowledge of MS Suite of Applications
- Some travel may be required
- Be a dedicated, committed and hard worker
- Have experience working with automation and other automation tools
- Knowledge in the following scheduling systems would be an asset; Procura, IBEX, AlayaCare and QCARE
This job opportunity closes on Wednesday, February 14, 2024. We thank all applicants; however, only those
selected for an interview will be contacted.
About Us
For millions of Canadians, CBI Health is where better begins. We are Canada’s leading community healthcare provider, reliably delivering innovative rehabilitation and home care programs that help our clients achieve their health goals. With 250+ locations and supporting more than 800 communities, people are at the heart of what we do. Every day, all across the country, our 13,000 staff work together to make a meaningful difference in our clients’ lives and help shape healthcare for the better. Learn more at cbihealth.ca.
CBI Health is committed to providing a diverse, equitable, and inclusive workplace where everyone feels safe and accepted as their authentic selves. We actively seek qualified candidates who share our commitment to equity and inclusion and contribute to the diversification of ideas and perspectivesthat help us innovate and provide the best possible care to our clients.
We welcome applications from all individuals regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristics that make each of us different.
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