Quality Assurance and Process Analyst

**Primary Location** CA-ON-Mississauga

**Value Proposition**

As a leading partner in healthcare, Medline Canada's sole purpose is Together Improving Lives - this means being deeply committed to the health and well-being of our customers, employees, partners and our communities. We employ a diverse group of top talent focused on growing and making a difference in the lives of Canadians, coast-to-coast.

Compensation is only one part of the Employee Value Proposition that Medline Canada offers our employees. As part of our mission, we offer one of the most competitive and engaging employee experience programs in Canada, which includes:

- Collaborative work environment with highly engaged employees
- Market competitive compensation and benefits plan, including LTD & Insurance
- DPSP match program
- Annual Employee Appreciation Week
- Paid vacation and personal days
- Lifeworks® Employee Assistance Program (EAP) Resources supporting mental, physical, family and financial well-being
- Career growth and training programs
- Open communication with Senior Leaders
- Tailored incentives for eligible employee groups, such as home office reimbursement and Sylvan Learning Centre credit
- Employee referral program
- Education support programs
- Fitness subsidy
- Recognition programs
- Social activities
- And much more

**JOB SUMMARY**

The **Quality & Process Analyst** collaborates with the Customer Service Managers to identify performance, metrics, and training needs for the teams and individuals. This role is responsible for monitoring the quality and accuracy of the contact centre. The individual in this role has an understanding of great customer experience, customer interactions, and also has the ability to provide recommendations to improve training efforts for Customer Care.

**CORE JOB RESPONSIBILITIES**
- Support regional integration and migration activities
- Develop and implement quality standards/metrics and reporting and serve as the point of contact within the Contact Center for the overall quality of service
- Develop and implement balanced score cards for Contact Centre which include Cost per contact, FCR, NPS, SLAs, ASA, ABN & TSF
- Utilize existing Contact Centre platforms to identify any gaps in staffing and utilization
- Perform quality reviews of all interactions in the Contact Center to ensure standards are being met
- Recommend additions to training for new and existing CSR’s
- Provide structured verbal and written feedback to the management team
- Prepare and analyze quality, SAP, Five9 (etc.) weekly/monthly reports for Customer Care Management staff review
- Collaborate with Customer Care Manager to identify and streamline processes, CRM workflows and implement process standards that enhance service and customer experience
- Uses Contact Center tools to gather data and analyze trends or patterns affecting quality
- Evaluate Customer Care Representatives’ performance through the use of quality reviewing tools
- Produce daily Contact Center metrics for all lines of business, Acute, LTC and PC
- Complete tier 3 level CSR responsibilities, deal with escalated customer calls and requests
- Complete other duties as assigned

**QUALIFICATIONS**
- Bachelor’s Degree or College Diploma required
- Lean Six Sigma Certification is an asset
- 1-3 years quality and process experience in a contact center environment
- Analytical and problem-solving skills required
- SAP experience is an asset
- Advanced literacy in excel, Microsoft and web-based tools and platforms (i.e. Sharepoint)
- Lean Six Sigma or other quality methodology experience preferred
- Excellent oral and written communication skills with the ability to communicate with individuals at all levels of the organization
- Advance organizational skills with the ability to handle multiple assignments
- Takes ownership of personal development needs to achieve requirements of role

**About Medline Canada**

Medline Canada stands at the forefront of healthcare, providing expertise and a breadth of solutions for every care setting. With 550+ employees, including 100 dedicated sales and clinical professionals and eight distribution centres located coast-to-coast, Medline Canada is proud to serve the entire continuum of care.

**Our Commitment to Diversity and Inclusivity**

**Our commitment to Accessibility