Job Description

  • Assess the quality of analysts on the project

    Meet volume and quality targets for all quality assurance audits

    Develop and maintain knowledge of client and their business needs processes

    Develop and maintain an understanding of client Service Level Agreements and department s key performance requirements

    Develop and maintain product knowledge, industry knowledge, and business and professional skills by participating in on the job and classroom trainings

    Take accountability for effectively handling escalations

    Identify root causes for business related issues and recommend solutions to improve overall client satisfaction

    Assist with monitoring and tracking incidents to ensure timely resolution

    Deliver individual and group feedback, provide coaching sessions, motivating and encouragingan alysts to improve performance
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  • Job Qualifications
    Proven commitment to quality in work

    Strong attention to detail

    Ability to explain information and concepts clearly and succinctly for others to easily understand

    Ability to read and interpret policy process maps accurately

    Proactive nature, with a strong work ethic and eagerness to take initiative and go the extra mile

    Resourcefulness, critical creative thinking, and problem solving skills

    Flexibility and adaptability e.g. learning new processes, policy changes

    Demonstrated ability to work as part of a team, adding a positive attitude and business focus

    Ability to effectively manage time and work in a fast paced, deadline driven environment

    Fluency in social media e.g. Facebook, Instagram, LinkedIn, etc.

    Proficiency with Microsoft Office, particularly Excel e.g. pivot tables, v lookups, macros

    Strong verbal and written communication skills in English

    Previous experience evaluating quality required

All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as applicable by law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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