Job Description

  • 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 encouraging analysts 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 preferred

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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