Call Centre Quality Assurance Analyst

2 weeks ago

Toronto, Canada Canada Life Assurance Company Full time

**Job Description**:
The Quality Analyst is responsible for ensuring that quality targets are consistently met within the Individual Health Team of Service Call Centre Representatives through a variety of call scoring and coaching techniques the Analyst works closely with Team Members to achieve quality targets and develop best practice.

This position is hybrid firm

Bilingual (EN/FR) preferred

**Hours of Operation are Monday through Friday 8am-6pm.**

Shift: 9:00am - 5:00pm ET

**What you will do**
- Developing and delivering an enhanced Quality program to elevate customer experience
- Coaching Team Members and delivering feedback based on scoring results.
- Creating reports and compiling data to inform successful delivery on quality and coaching tactics
- Demonstrate an elevated level of personal ownership, collaboration, with a holistic value-centric perspective, work adaptability and innovation
- Working in collaboration with other PMAC Teams to align on service delivery and training initiatives
- Gatekeeper for continuous improvement initiatives in the Call Centre and throughout Individual Health Operations; intake for new initiatives, monitoring progress, working across Teams to develop best practices

**What you will bring**
- Skilled at listening and speaking to a variety of people‎
- Superior problem solving, decision making and analytical skills with the ability to interpret data into actionable process and performance changes.
- Highly organized and desire to work in a dynamic, fast-paced environment
- Desire to constantly improve work environment and to grow personally
- Excellent verbal and written communication skills
- Demonstrated ability to work under pressure, working on multiple projects simultaneously and juggling priorities
- Knowledge of Health Benefits preferred, but not required

**Be your best at Canada Life

Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.

You can be your best here. You’re part of a diverse and inclusive workplace where your career and well-being are championed. You’ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.

***

Together, as part of a great team, you’ll deliver on our shared purpose to improve the well-being of Canadians. It’s our driving force. Become part of a strong and successful company that’s trusted by millions of Canadians to do the right thing.

**We are one of Canada's top 100 employers**
- Canada Life serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations._
- We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee _
- has the opportunity to_
- reach their potential._

**_
Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted_**

LI-Hybrid

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