Quality & Process Analyst
Medline Canada Corporation
Mississauga, ON, Canada
3d ago

Reporting to : Senior Director, Customer Experience

Department : Customer Service

Duration : Full-time, Permanent

The Quality & Process Analyst collaborates with customer service supervisors to identify performance, metrics and training needs for the teams and individuals.

S / he is responsible for monitoring the quality and accuracy of the contact centre, as well as inbound and outbound customer interactions.

Responsibilities :

  • Develop and implement quality standards / metrics and reporting and serve as the point of contact within the Contact Center for the overall quality of service
  • Develop and implement balanced score cards for Contact Centre which include Cost per contact, FCR, NPS, SLAs, ASA, ABN & TSF
  • Perform quality monitoring of all interactions in the Contact Center to ensure standards are being met
  • Provide structured verbal and written feedback to the management team
  • Prepare and analyze quality trend reports for management staff review
  • Conduct root cause analysis to ensure that proper corrective and preventive actions are identified
  • Assist in business process improvement activities that are identified via NPS surveys, customer feedback, and other issues or concerns as they arise
  • Collaborate with Contact Centre supervisors to identify and streamline processes, CRM workflows and implement process standards that enhance service and customer experience
  • Work closely with the training specialist to develop and implement initiatives to address quality improvement opportunities
  • Uses Contact Center tools to gather data and analyze trends or patterns affecting quality
  • Evaluate Customer Care Representatives' performance through the use of quality monitoring tools
  • Collaborate with Contact Centre management to conduct one-on-one coaching sessions for contact centre staff
  • Collaborate with Training Specialist to prepare detailed documentation of Standard Operating Procedures for use by Customer Care team members
  • Manage the daily Workforce schedule for all channels of entry which include but not limited to email, telephony, fax, and EDI
  • Produce daily Contact Center metrics for all lines of business, Acute, LTC and PC
  • Qualifications :

  • Bachelor's Degree or College Diploma required
  • 1-3 years quality and process experience in a contact centre environment
  • Analytical and problem-solving skills required
  • Lean Six Sigma or other quality methodology experience preferred
  • Excellent oral and written communication skills with the ability to communicate with individuals at all levels of the organization
  • Advance organizational skills with the ability to handle multiple assignments
  • Takes ownership of personal development needs to achieve requirements of role
  • Medline Canada is proud to be an equal opportunity employer.

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