Quality Monitoring Associate

3 days ago

Montréal, Canada LifeWorks Full time

Build a meaningful career

At LifeWorks, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people’s lives. The extraordinary expertise of a more than 7,000-strong workforce is harnessed to support the employees and families of the organizations we serve. Our innovative programs have a lasting impact on the health, financial security and productivity of 24,000 workplaces.

As a part of the Learning and Performance Department, the Quality Monitoring Team supports in creating and maintaining CAC quality standards. The QMA will contribute to the ongoing development of CAC qualitative performance for client calls and chats for new and existing agents across all customer-facing teams. The individual will interact regularly with CAC Leadership Team, front-line agents, Learning and Performance, and Quality Assurance Review (QAR) to drive excellence in client service and improve client satisfaction within the LifeWorks Care Access Centre (CAC).

Monitor telephone and chat client interactions for new and existing agents

Assess and deliver feedback using the quality audit scorecard assessment tool

Develop and maintain quality scorecard assessment tools

Input and collate quality data to track agent performance and identify trends (weekly and monthly)

Proactively identify and recommend process improvements

Create and deliver test calls

Create and maintain a library of quality recorded calls & chats for training and presentation purposes

Facilitate regularly scheduled calibration meetings with CAC Leadership Team and Learning and Performance

Work in collaboration with CAC Leadership Team to provide input on individual agent coaching and developments plans

Create and deliver campaigns and incentive programs to drive quality performance outcomes

Create and contribute to engagement and employee recognition initiatives

Deliver individual agent coaching and feedback

Participate in the training of new hire agents

Monitor CAC Quality Assurance Review trends and provide recommendations for quality improvement

Present quality updates in CAC Leadership, Learning & Performance and agent team meetings

Where permitted by law, LifeWorks employees must be fully immunized to access a LifeWorks office or customer premises.

Fulfilling work that matters

LifeWorks is in the business of helping organizations help their people and in the process, we strive to elevate ours. We're always looking for talented professionals and strategic leaders looking to make a difference in the lives of the people we serve. We appreciate the interest of every applicant; however, we contact only those selected for an interview.

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