Specialist, Quality Assurance and Training

7 days ago

Montréal, Canada Canadian Cancer Society Full time

**Job Title**:Specialist, Quality Assurance and Training

**Work Model**: Hybrid Work Model

**Salary Band**: 4 ($39,000 - $65,000 CAD)

**WHY JOIN THE CANADIAN CANCER SOCIETY (CCS)?**

The Canadian Cancer Society works tirelessly to save and improve lives. We fund the brightest minds in cancer research. We provide a compassionate support system for all those affected by cancer, across Canada and for all types of cancer. As the voice for people who care about cancer, we work with governments to shape a healthier society. No other organization does all that we do to make lives better today and transform the future of cancer forever.

Help us make a difference.

**COME AS YOU ARE**

**JOB OVERVIEW**

This position reports to the Manager, QA and Training (CIH)

**WHAT YOU’LL BE DOING**:
**1.Quality assurance and training for helpline staff**
- Under direction of the Manager, QA and Training (CIH), uses established QA processes to provide professional and timely evaluation and coaching to Senior Information Specialists of the English (CIH) and French (LIC) teams to ensure delivery of a high level of client service.
- Supports Team Leads in onboarding new staff; supports new staff with orientation as required for the English (CIH) and French (LIC) teams
- Under the direction of the Manager, CIH QA and Training, hold weekly or bi-weekly team coaching sessions and discuss common themes for the English (CIH) and French (LIC) teams. The QA and Training Specialist is expected to bring own observations to sessions as well as polling staff prior to meeting for items they wish to discuss.
- Conduct QA evaluations for each agent for the English (CIH) and French (LIC) teams each month, as per established guidelines
- Supports the Manager, CIH QA and Training in implementing CIH professional development training program; monitors to ensure requirements are completed with Senior Information Specialists for the English (CIH) and French (LIC) teams
- Performs inquiry monitoring and prepares and analyzes quality reports for management review; advises on individual and team performance and priority topics/needs for high quality client care
- Under the direction of the Manager, CIH QA and Training, searches and recommends training programs to meet emerging needs/priorities for the English (CIH) and French (LIC) teams
- Ensures team awareness of and referral to CCS Story-Centre to highlight appropriate client experiences
- Reviews and proposes upgrades/changes to quality assurance processes to ensure best practices and consistency
- Actively contribute to our culture of justice, belonging, equity, diversity, and inclusion by ensuring that all staff feel represented and heard regardless of their gender, age, religion, ethnicity, and nationality or race.

**2.Quality assurance of program and mission outcomes**
- Produces KPI and other reports from CIH client database(s) as required to monitor quality of client care or to support CCS business needs
- Distributes, collects and provides client feedback reports on regular basis; identifies and brings forward trends and contributes/proposes changes to enhance quality outcomes where appropriate
- Produces program performance reports on regular basis; participates in identifying trends and changes as needed

**3. System and operations support**
- Where relevant to efficiency or quality of program operations, outcomes or staff performance, contributes to identification of system improvements (e.g., CRM data; call recording software; client feedback data) and their implementation

**QUALIFICATIONS**:

- More than 3 years, up to and including 5 years - similar or related general experience in progressively more important positions.
- Bachelor’s degree in a health related discipline plus a minimum of three-years practical related experience or an equivalent combination of education and experience
- Experience or education related to mentoring, training development and evaluation
- Program evaluation and quality assurance
- Knowledge of psychosocial oncology and mission outcomes of cancer information and support services
- Experience in call center environment
- Excellent written and oral communication; coaching experience
- Strong analytic skills and knowledge of quality assurance systems/processes
- Excellent interpersonal skills
- Excellent data, data management and reporting skills

**WHAT YOU CAN EXPECT FROM US**:
**COURAGEOUS UNITED CARING RIGOROUS**

In return for your skills and dedication, we offer an attractive compensation package that encompasses a competitive salary, excellent benefits, which include paid parental leave, paid family sick time and health insurance, and the opportunity to have a rewarding employment experience where your contributions can make a true difference every day.

**HOW TO APPLY**:
**OTHER INFORMATION**:

- Please note that in keeping with the mandate of CCS to model and promote _**_healthy lifestyles_**_, employees are not permitted to smoke in or abou

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