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Analyst, Quality
2 weeks ago
Get started on an exciting career at Element_
Element employees make a difference in the lives of others every day. We are re-defining the fleet management industry to be people first, then business - delivering on our promise of a superior client experience. This takes hard work and innovation, and we need more like-minded people on our team.
About the Role
We’re looking for a decisive and judicious individual to join our team as a Quality Analyst. In this role, you will ensure operational excellence and continuous improvement within maintenance operations. By evaluating work quality, identifying root causes, standardizing processes, and collaborating with Operations and Training, the incumbent drives first-touch resolution, elevates the client experience, and ensures consistent policy adherence
What You’ll Do- Process & Policy Governance- Maintain and Update SOP’s, workflows, and policy documentation. Manage change requests, version control, and ensure clear communication of updates across teams.- Root-Cause Analysis & Trends- Analyze defects, escalations, and performance data to identify systemic issues. Quantify business impact, surface trends, and prioritize corrective actions with stakeholders.- Quality Reviews- Evaluate calls, cases, work orders, and documentation against SOPs. Provide actionable findings, corrective actions, and feedback to drive consistent quality and performance.- Calibrations & Voice of the Customer- Lead regular scoring calibrations with supervisors and leaders to ensure alignment, consistency, and fairness in quality evaluations.- Reporting, Dashboards, Enablement & Coaching Support- Build and maintain quality and performance dashboards. Deliver weekly/monthly summaries with actionable insights to Operations, Training, and Leadership.
Basic Qualifications- Bachelor’s degree in business, Operations Management, Quality, or related field preferred. Equivalent Experience Accepted.- 3-5 years of experience in Quality Assurance or Operational Excellence within maintenance, field service, facilities, automotive services, utilities, or BPO/contact center environments.- Strong analytical skills with experience using QA platforms and analytics/BI tools; advanced spreadsheet proficiency required; basic SQL or BI platform experience (Power BI, Tableau) preferred.- Proven facilitation and coaching experience, with the ability to influence cross-functional teams.- Excellent documentation discipline with meticulous attention to detail; ability to manage SOPs, workflows, and policy governance.
Preferred Qualifications- Advanced degree or certification in Quality/Process Improvement (e.g., Lean Six Sigma, CQIA, COPC) preferred.- Strong analytical skills with experience using QA platforms and analytics/BI tools; advanced spreadsheet proficiency required; basic SQL or BI platform experience (Power BI, Tableau) preferred.
Location
Current location: Mississauga. Our Mississauga office will move to 1 Adelaide in Toronto in September 2026
What’s in it for You
- A culture of innovation, empowerment, decision-making, and accountability
- Comprehensive health and welfare benefits that serve the needs of you and your family and foster a culture of wellness (for qualified roles)
- Additional benefits and amenities, including paid time-off programs (vacation, sick leave, and holidays) (for qualified roles)
Applicants will be required to undergo a background check only if and after a conditional offer of employment has been extended.
- or call (800) 665-9744._
