Customer Experience and Quality Assurance Analyst

Medavie

  • Nova Scotia
  • Permanent
  • Full-time
  • 9 days ago
Position Type: PermanentIf you’re looking for a fulfilling career that can make a real difference in your life, and the lives of others, you’ve come to the right place.As a national health solutions partner, we put people first in everything we do — and that begins with our team of 8,000+ professionals who bring a cross-section of diverse life experiences and career expertise to Medavie. By collaborating and innovating together, our employees are creating industry-leading solutions in insurance, primary care and emergency medical services that impact millions of lives in Canada each year.Our mission is to improve the wellbeing of Canadians so that every life can be lived to the fullest — and it’s reflected in our award-winning culture. We celebrate individuality and value the diverse perspectives and skills our employees contribute. We go beyond providing competitive pay and comprehensive benefits to offer opportunities for personal and professional growth, flexible work options, meaningful experiences, and supportive leadership. Medavie is where employees can be their best selves, feel they belong, and achieve their full potential. Be part of it by applying for a position with us today.Position Overview:
We are seeking a detail-oriented, self-motivated professional to join our Nova Scotia Provincial Programs team. This team administers Medical Service Insurance (MSI) on behalf of the Government of Nova Scotia, serving over one million residents. The Quality Assurance Analyst plays a key role in evaluating service delivery across various channels—including calls, correspondence, claims, and internal processes—to ensure compliance with standards and enhance the overall customer experience.This full-time position (37.5 hours/week) requires availability during core business hours, 8 a.m. to 5 p.m. AST, Monday to Friday.Key Responsibilities:Monitor and assess employee performance and customer interactions for quality and compliance.Communicate evaluation results and insights to internal stakeholders and leadership.Collaborate with team leads to identify coaching opportunities and recommend improvements.Maintain up-to-date knowledge of business processes and customer expectations.Review and refine quality assurance procedures to address gaps and enhance effectiveness.Support training initiatives and promote best practices in quality assurance.Develop documentation, reporting tools, and training materials.Ensure adherence to privacy standards and support related training.Monitor service level performance and implement mitigation strategies.Analyze data trends to identify process improvement opportunities.Provide operational support and perform other duties as required.Qualifications:Education: Post-secondary education in business, finance, office administration, or quality assurance.Experience: 2–5 years in a relevant role; experience in insurance or government-funded programs is an asset. Familiarity with Medavie systems is beneficial.Technical Skills: Proficiency in Microsoft Office (Word, Excel, SharePoint), Adobe/Foxit Phantom PDF; experience with Verint and Cisco Finesse is an asset.Language: Strong written and verbal communication skills in English.Security Clearance Requirement: In conjunction with our contract with the Federal Government, you will be required to have Reliability Status Clearance (Enhanced Level B). This includes Fingerprinting, Criminal Record Check, Credit Check and you must have resided in Canada for at least 5 years and hold Permanent Resident or Citizenship Status.#CBM1We believe our employees should reflect the communities we serve and welcome applications from candidates of all backgrounds. To provide the best experience possible, we will support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team of your needs. We are committed to making sure recruitment, retention, advancement, and compensation are fair and accessible while following all relevant human rights and privacy laws. We appreciate everyone who has shown interest in this position. Only those selected for an interview will be contacted.If you experience any technical issues throughout the application process, please email: .

Medavie