Bilingual Quality Analyst - Remote Canada
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- Canada
- $38,000 per year
- Permanent
- Full-time
- Oversees quality assurance, performance monitoring, and continuous improvement for the virtual care, 811 Intake Navigation, and Tobacco Cessation programs.
- Plan, coordinate, and conduct operational audits within the virtual care program; review performance data and investigate service-related concerns; collaborate with the lead NP to address quality issues and complaints, ensuring accurate documentation, outcome validation, and support for billing accuracy.
- Collecting, reconciling, reporting, and analyzing monthly virtual care program Quality Incidents, and sharing with Senior Leadership
- To support excellence in patient experience by auditing a minimum of two indirect calls for each active agent in the Intake Navigation and Tobacco cessation queues per month.
- To ensure non-clinical Coach competence by auditing 2 calls Coach per month (as appropriate)
- Notifying applicable Coach group of unusual and high-risk incidents immediately upon completion of scan and work in conjunction to follow CI and SE process including creating action plans.
- Participate in and lead non-clinical portions of monthly Performance Empowerment meetings with operations teams to review; employee performance relative to departmental and operational metrics, achievements and areas of opportunity including variances in performance and trend identification; quality scan results, caller satisfaction and complaint data; support the development of action plans to optimize individual and team performance.
- Facilitating monthly open coaching sessions for agents (INs), focused on targeted development themes.
- Assist to coordinate, participate in and lead non-clinical portions of quarterly calibration sessions with Coaching and leadership teams to ensure consistency, uphold patient safety, maintain process alignment, and drive excellence in the patient experience
- Create educational materials for staff to support ongoing development and reinforcement of process (DYKs, boosters, monthly newsletter)
- Supporting education, training and RTWs as assigned
- To ensure that agents are updated, understanding, and implementing new processes and services launched
- Facilitating monthly open coaching sessions for agents across each team, focused on targeted development themes.
- Analyzing data to identify trends, inform decisions, and drive improvements in processes and overall experience
- To strive for continual improvement of the existing quality monitoring systems and the processes by which they are developed.
- Support the identification, development and implementation of innovative ideas to enhance overall performance, efficiency, and effectiveness.
- Testing new process pathways in CRMs as required
- Supporting education, training and RTWs as assigned
- Participating on special projects, initiatives, and other duties as assigned
- Support non-clinical operations including but not limited to taking frontline Telehealth calls, acting resource and client contact as operationally necessary
- Adhere to all ethics, compliance, and information security policies.
- Safeguard company assets, systems, and confidential information per company policy.
- Promptly report any suspected ethics violations, security incidents, or data breaches in line with company policy.
- Handle personal, client, and business data in compliance with contracts, internal policies, and legal requirements.
- Perform additional duties assigned by leadership.
- You will be working with French and English speakers.
- Fluent in both French and English
- French Written/Oral skills
- Minimum 2 years experience in a quality, operations, or customer support role
- Exposure to quality monitoring, audits, or performance metrics is an asset
- Leadership experience or experience supporting a team is an asset
- Experience working in a virtual call centre or remote environment is an asset
- Bilingual (English/French)
- Post-secondary education in a related field is an asset but not required
- Familiarity with, or willingness to learn, NICE applications (e.g., IEX, Engage)
- Basic proficiency in Microsoft Office Suite (O365)
- Exposure to, or ability to quickly learn, reporting tools (e.g., CXAIR)
- Experience in using CRMs and virtual applications used for quality monitoring and workflows
- Ability to collect and review data from multiple sources to identify basic patterns and trends
- Ability to interpret data and support the development of insights for decision-making and improvement initiatives
- Understanding of quality audits familiarity of how to evaluate performance against standards
- Ability to support the preparation of quality and performance reports
- Ability to collaborate effectively and communicate with team members and stakeholders
- Ability to assist in reviewing and investigating customer complaints and quality issues
- Ability to develop and support action plans aimed at improving individual and team performance
- Interest in continuous improvement and process enhancement initiatives
- Ability to support testing and validation of new workflows and system processes
- Strong organizational skills with the ability to manage time and prioritize tasks