Contact Quality Assessor

3 weeks ago

Greater Sudbury, Canada Canadian Blood Services Full time

**Job category**: Quality and regulatory affairs
**Job posting ID**: 4348

**Employment status**:Regular full-time

**Classification**:OPSEU 619
**Salary/Rate of pay**:$24.60

**Application deadline**: 2023-04-06

**Somewhere in Canada there’s a life you can save.**

Be part of a dynamic, collaborative and caring organization committed to saving and improving the lives of Canadians. Thousands of Canadians depend on us every day for reliable access to blood, plasma, stem cells and organs and tissues.

**Join Canada’s Lifeline** and make a meaningful difference every day.

**About the role**

Canadian Blood Services is looking for a **Regular Full-Time**, **Contact Quality Assessor** to join our dynamic **National Contact Centre (NCC)** team in Sudbury.
Reporting to the Manager-Support Services, you will be responsible for reviewing, assessing and evaluating all exchanges and interactions between donors or callers and NCC agents, for ensuring the highest standard of quality and consistency in the delivery of customer service at every touch point.

**Key responsibilities include**:
1. Ensures adherence to NCC processes, standards and customer service through call quality assessments of interactions between donors/callers and NCC agents.
- Performs contact quality assessments of live or recorded interactions that take place between donors/callers and NCC agents, ensuring agents are providing accurate information and complying with current scripting/messaging and organizational processes and policies.
- Analyzes monitoring results to identify trends and training opportunities.
- May provide feedback directly to agents, but generally provide it directly to Team Leaders/Supervisors in a meaningful and constructive manner.

2. Provides in-depth process analysis.
- Analyzes and reviews monitoring results with supervisors and/or staff, including reemphasis of customer service and consistency, arranging for coaching/development as required.
- Collects, coordinates, evaluates, and provides data for coaching, feedback, and reporting.
- Observes, examines, and reports trends in contact quality assessments. Develops, monitors, and leverages metrics to improve service provision.

3. Provides recommendations and may assist in the development and/or delivery of training and process improvements for agents.
- Ensures agents comply with policy and procedures.
- Provides input for process improvements, participates in design of monitoring tools and formats, and quality standards. Manages Equipment Services operations support for projects and initiatives.
- Assists in the investigation process in addressing donor concerns.

4. Coordinates with other members of the NCC Supervisory/Management team.
- Participates in department staff meetings as required.
- Coordinates and chairs calibration meetings as required to promote best practices identified during evaluations.
- Contributes to development of NCC standards, guidelines and work instruction.
- Maintains working relationship with all NCC teams.

5. Responsibility to Stakeholders.
- Communicate regularly with Supervisors and department Managers, regarding customer service issues and resolution, including any areas of non-compliance and/or training requirements.
- Maintain customer service support through ongoing communication with Customer Service Representatives, Information Nurses, Supervisors, and Managers.
- Communicate with the Marketing department to ensure alignment to the most recent messaging is available and being delivered i.e.: Messages being left by agents are consistent with system-generated messages.
- Performs other related duties as required.

**Qualifications**:

- Post-secondary level education in a relevant discipline from a recognized academic institution, e.g., Courses in Quality Assurance or Quality Management.
- Three or more years’ related experience in a Contact Centre environment, including previous experience preforming quality assessments and evaluations, is required.

**Demonstrated Knowledge, Skills and Abilities**:

- Organized.
- Strong oral and written communication skills.
- Ability to identify excellent customer service to a diverse donor base.
- Demonstrated ability to provide constructive feedback and coaching.
- Positive attitude under pressure.
- Proficient computer user in commonly used business software such as Microsoft Excel operating system.
- Strong interpersonal skills to develop and maintain professional working relationships with departmental staff, management, and donors.
- Flexibility with respect to hours of work and shift assignments.
- Able to maintain integrity and objectivity when evaluating interactions.
- Able to listen/observe telephone audio and video recordings/webchat sessions for long periods of time to identify potential quality concerns.

**Benefits**
- Competitive base salary
- Comprehensive vacation, group dental and health benefits
- Defined benefits pension plan
- Employee discounts, wellness programs and

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