Quality and Compliance Agent

2 weeks ago

Toronto, Canada Mintz Global Screening Full time

**JOB DESCRIPTION**

**Position: Quality and Compliance Agent**

**Position Summary**:
Reporting to the Manager of Quality & Compliance Control, the **Quality & Compliance Agent** is primarily responsible for the assurance of quality & compliance of a report prior to it being initiated and prior to it being released to the client. The agent must make sure to treat all services in accordance to the company procedures and understand and respect the instructions given by their superiors. The agent must also be able to cross-train on individual tasks within the department such as the intake of orders, the processing of services and the approval of completed files.

The Quality & Compliance Agent must have good work organization skills, demonstrate a high level of autonomy, be rigorous and be able to work both in a team and individually. They must have very good communication skills, offer customer service that is above average and be able to work in an environment that is constantly changing.

**Responsibilities**:
To provide customer service in accordance with the standards and to the specific service contracts, the **Quality & Compliance Agent** shall:

- Ensure that their Supervisor is aware of all situations that may have an impact on customers or the functioning of daily operations in order to find possible solutions
- Maintain and provide excellent customer service and customer attitudes among all staff
- Clearly understand the nature and limits (legal and fiscal) of the mandate
- Ensure the quality of our services and presentation of our reports
- Transmit information obtained in professional and understandable written reports that comply with company policies
- Conduct regular monitoring based on customer needs and respond to questions on time
- Provide the results to the client according to the established procedure and suggest other avenues of research, if necessary
- Carry out verification work using the tools at your disposal and stay up to date with new services and new procedures that are implemented
- Meet client services deadlines
- Ensure compliance with the company standards of privacy and security
- Confirm all information submitted by the customer
- Perform data entry
- Ensure that all required documents are attached to the customer's request
- Transmit as needed records to the Screening Agent (or designate)
- Obtain consent documents needed for the requested verification
- Work with team members to ensure excellent customer service
- Maintain good relationships with their colleagues and superiors
- Maintain a clean and operational working environment
- Perform other duties as may be assigned by one of their superiors

**Required Qualifications**:

- Knowledge and Education _
- Degree of a college/high school recognized in Canada
- Bilingual (English and French) considered a strong asset
- Strong Typing Skills (minimum typing speed)
- Experience, Skills and Abilities _
- Minimum 1-2 (1 to 2) years’ experience in customer service
- Experience in human resources or recruitment (an asset)
- Excellent computer skills, web, conventional database
- Exceptional attention to detail, organization and time management
- Capacity to communicate clearly
- Aptitude to work both in teams and individually
- Ability to work in a changing environment

**Salary**: From $16.40 per hour

**Benefits**:

- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care

Schedule:

- 8 hour shift

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