Bilingual Quality Assurance Coordinator

4 weeks ago

Ottawa, Ontario, Canada LifeWorks Full time

Company Overview:
LifeWorks is dedicated to enhancing the well-being of individuals and organizations. Our mission is to empower every person to achieve their optimal health through innovative solutions.

Role Overview:
The Bilingual Quality Assurance Coordinator will be responsible for overseeing the selection, onboarding, and management of Quality Monitoring Associates (QMA). This role involves evaluating, reporting, and disseminating quality metrics to ensure alignment with business goals and to enhance the client experience.

Key Responsibilities:
1. **Team Leadership:**
- Supervise Quality Monitoring Associates across various regions.
- Set performance objectives, provide coaching, and manage team dynamics.
- Assess staffing requirements and support recruitment and training initiatives.
- Conduct regular performance evaluations and feedback sessions.

2. **Quality Analysis:**
- Analyze data to identify trends and impacts, reporting findings effectively.
- Implement directives from senior management and act as a Subject Matter Expert in relevant projects.
- Develop and establish training and quality monitoring standards in collaboration with senior leadership.
- Prioritize monitoring and audit requests, including escalations and complaints.

3. **Administrative Duties:**
- Oversee payroll, sick leave, vacation, and other employee time management.
- Manage staff schedules and maintain performance records.
- Ensure strong communication skills are utilized effectively within the team.
- Exhibit excellent organizational and planning capabilities, fostering a high-performance team environment.

At LifeWorks, we are committed to improving lives through our innovative technology solutions while nurturing a culture of creativity that empowers our team members to tackle complex challenges and deliver exceptional outcomes.

Inclusivity Statement:
LifeWorks is proud to promote an inclusive culture that values diversity. We provide accommodations for applicants with disabilities during the recruitment process as needed.

Health and Safety Notice:
In alignment with our commitment to health and safety, we require all team members to be fully vaccinated for COVID-19.

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