Quality Assurance Auditor CSO
6 months ago
Reporting to the Team Manager in the Meter to Bill department the successful candidate will perform quality assurance audits on the Customer Service (CSO) operations to ensure desired quality and accuracy measures are being maintained and processes are being followed.
- Provide feedback to managers and Customer care team leads and supervisors based on completed quality audits.
- Provide trending reports and suggestions and recommendations based on reviews conducted.
- Carry out the functions of the Customer Care Team Agent, when required. This position is required to perform the following quality assurance duties, in addition to carrying out the normal functions of the Customer Care Team Agent, when not required to perform quality assurance activities.
- Perform quality audits, as outlined in the performance program and according to specified procedures, on work performed by Customer Care staff.
- This work may involve inbound calls, back-office work in both the Call Centres or Meter To Bill department.
- Complete written quality audits for Meter To Bill staff and operations and review completed work, recorded calls and recorded clips of work to evaluate and score against the quality standards that have been developed.
- Provide audit results and feedback to department managers, team mangers and team leads.
- Investigate problems, issues and errors identified through quality audits, process tickets and user enquiries and prepare written responses outlining the findings of the investigation, outlining the issue in more detail and providing the steps that should have been taken.
- In cases where an error has occurred, responses are sent to department managers, team mangers and team leads. Perform follow-up activities to determine if audit findings have been acted on, and if the action taken has been effective in resolving the problem.
- Prepare documentation to record specific problem identification and resolution activities, issue to department managers, team mangers and team leads and maintain records for future reference.
- Provide suggestions and recommendations on process changes to the Process Improvement supervisor based on reviews conducted on trends and issues within the CSO.
- Participate in scheduled quality calibration sessions to remain current on the requirements of the performance program.
- Keep up-to-date on all CSO processes and systems and changes to these processes and systems.
- Attend all relevant training sessions to understand new and changed processes and keep current with the technical systems used in the quality review audits.
- Perform other duties as required.
Selection Criteria
Essential Competencies:
- Strong customer driven focus.
- Demonstrated customer orientation and commitment to corporate goals.
- Ability to develop cooperative working relationships.
- Ability to clearly report and document deficiences in quality of work.
- Strong interpersonal, oral and written communication skills.
Essential Knowledge, Experience and Qualifications:
- Requires previous experience with metering and billing functions, customer service and related practices and procedures of a regulated utility.
- Must have demonstrated experience in the correction of all billing exceptions, no bills and outliers, including standard procedures, work instructions and processes to resolve.
- Requires experience in the back office billing and contact centre to be familiar with the various responsibilities, functions and their interrelationships and with the processes, contacts and sources of information involved in call centre operations.
- Previous experience in a quality assurance role is required.
- Previous experience as a billing agent and/or call centre agent is required.
- Requires experience with the various CSO Procedures Manuals, work instructions, computerized systems , with the operation of computer equipment and associated
- practices and procedures involved to input and extract data, investigate and correct discrepancies.
- Requires an in-depth understanding of the current IT systems and interfaces used for electricity billing, including the SAP Customer Information Systems (CIS), Head End systems, MDMR, MOMS, IEE and Manual Metering Reading tools.
- Requires knowledge of data processing and computer operations to utilize various local and Corporate computerized systems. This knowledge is considered to be normally acquired in either a Grade XII education in a secondary school, or the equivalent education.
- A period of over 3 years and up to and including 4 years is considered necessary to gain this experience.
-
Quality Assurance Auditor
2 weeks ago
Markham, Ontario, Canada Sentrex Health Solutions Inc. Full timeJob OverviewSentrex Health Solutions Inc. is a Canadian company that provides innovative solutions for pharmaceutical manufacturers, physicians, and patients.About the RoleWe are seeking a Quality Assurance Auditor to join our team in Markham, Canada. As a QA Auditor, you will be responsible for ensuring compliance with quality management systems and...
-
Quality Assurance Manager
6 months ago
Markham, Canada Integrated Technology Full time**Quality Assurance Manager** **JOB SUMMARY** Responsible for ensuring that the Quality Management System Requirements are met and are aligned with regulatory and customer specifications. This individual is responsible for managing the organizations quality assurance policies. Also responsible for establishing performance standards, procedures, and audit...
-
Quality Assurance Associate
6 months ago
Markham, Canada Bayshore HealthCare Full timeThe Quality Assurance (QA) Associate, under the direction of the Associate Manager, QMS will support the implementation and maintenance of the Quality Management System (QMS) and Document Management System (DMS), participate in quality improvement initiatives, and the development of policies, procedures, and education materials to support the business. The...
-
QA Auditor
3 weeks ago
Markham, Canada Sentrex Distribution Inc. Full time**Position Type**:Full Time **Department**:Quality Assurance - General & Admin **Work Location**: Canada **Work Arrangement**: Hybrid **Work Hours**:Monday to Friday 9am-5pm A proudly Canadian company, Sentrex Health Solutions is a fully integrated specialty distributor and patient support provider for pharmaceutical manufacturers, physicians, and their...
-
Quality Assurance Specialist
4 weeks ago
Markham, Ontario, Canada Magna International Full timeAbout the Position: As a seasoned Advanced Quality Engineer at Magna International, you will play a pivotal role in ensuring the execution of advanced product quality planning and global program management system process steps on a timely basis.Within our team, you will be responsible for quality department lead in APQP activities, GPMS, and continuous...
-
Senior Quality Assurance Compliance Specialist
4 weeks ago
Markham, Ontario, Canada Everest Clinical Research Services Inc Full timeEverest Clinical Research Services Inc is a full-service contract research organization (CRO) providing expertise-based clinical research services to pharmaceutical, biotechnology, and medical device industries worldwide.We are a dynamic organization with an entrepreneurial origin, known in the industry for our high-quality deliverables, superior customer...
-
Night Auditor
6 months ago
Markham, Canada Courtyard by Marriott Markham Full time**THE OPPORTUNITY**: NIGHT AUDITOR REPORTS TO GENERAL MANAGER **THE COMPANY**: Passion Drives Performance. InnVest succeeds because our people love what we do. Our entire team shares a deep-rooted passion for the world of hospitality & travel that extends far beyond the walls of our offices and hotels. Our company culture is built on collaboration. A...
-
Lead Auditor and Financial Specialist
1 week ago
Markham, Ontario, Canada Minted Search Group Full timeJob SummaryWe are seeking a skilled Lead Auditor and Financial Specialist to join our team at Minted Search Group. This role involves leading and managing audit engagements, preparing financial statements, and developing relationships with clients.About the RoleAudit Responsibilities: Our Lead Auditor will be responsible for planning, executing, and...
-
Senior Quality Assurance Specialist
6 months ago
Markham, Canada Bayshore HealthCare Full timeJob Description Senior Quality Assurance Specialist will be responsible for monitoring and maintaining all aspects of the Quality Management System for DEX Medical Distribution Inc. (DEX) and Pharmacy Business Units (BUs) within the Bayshore Specialty Rx (BSRx) division. The Senior Quality Assurance Specialist is responsible for ensuring site...
-
Quality Assurance/Regulatory Affairs Specialist
4 weeks ago
Markham, Ontario, Canada fluidigm Full timeAbout Standard BioToolsWe are a leading provider of indispensable life sciences tools that is accelerating global research on multiple frontiers of human health.Our technology empowers customers to improve life through comprehensive health insight, and we invite you to join us in this extraordinary time.Job DescriptionThis role is responsible for maintaining...
-
QA Auditor
7 days ago
Markham, Canada Sentrex Distribution Inc. Full timePosition Type: Full Time Department: Quality Assurance - General & Admin Work Location: Canada Work Arrangement: Hybrid Work Hours: Monday to Friday 9am-5pm A proudly Canadian company, Sentrex Health Solutions is a fully integrated specialty distributor and patient support provider for pharmaceutical manufacturers, physicians, and their patients....
-
Night Auditor
6 months ago
Markham, Canada Sunray Group of Hotels - Delta by Marriott Markham, ON Full timeOur employees believe we are creating a purposeful service. Where at Delta Hotels, we are always warm, wise and in control so our guests can focus on what's most important. **We offer competitive salary, full benefits package, Paid Time Off, and opportunities for professional growth. We are seeking an individual who is Pragmatic, Efficient and Seamless when...
-
Quality Assurance Specialist
1 week ago
Markham, Canada iV3 Full time**About the Role** Reporting to the Director, Quality Assurance this role is a member of the national operations team and is responsible for the implementation of residential initiatives to support growth and contribute to the quality of reports being sent to our clients; aligned with the National Director, Operations. The incumbent will be responsible for...
-
Quality Assurance Specialist
7 days ago
Markham, Canada iV3 Full timeAbout the RoleReporting to the Director, Quality Assurance, this role is a member of the national operations team and is responsible for the implementation of residential initiatives to support growth and contribute to the quality of reports being sent to our clients; aligned with the National Director, Operations. The incumbent will be responsible for...
-
Quality Assurance Specialist
6 months ago
Markham, Canada Shields Pharma Inc. Full timeShields Pharma Inc. is looking for qualified and experienced employees to join the successful team. We currently have the following full time positions available for Markham, Ontario: **Quality Assurance Specialists** **Reports To: Manager of Quality** Outstanding opportunity for Quality Assurance professionals to join our company based in Markham as...
-
Associate - Quality Assurance
2 weeks ago
Markham, Canada Fluidigm Full timeOur technology is empowering customers to improve life through comprehensive health insight. We invite you to join a leading provider of indispensable life sciences tools that is accelerating global research on multiple frontiers of human health.At Standard BioTools, we are building a positive culture where our people can do the best work of their careers,...
-
Quality Assurance Associate
2 months ago
Markham, Canada Aurora Cannabis Full time**Quality Assurance Associate** **Job Location: Markham** **Hours: 40 hours per week, Monday - Friday** **Employment Type: Full-time permanent Employment** **A little about us** We are a global cannabis company driven by our passion to help people improve their lives. We have a diverse team who bring their best every day so Aurora can be the cannabis...
-
Quality Assurance Analyst
7 days ago
Markham, Canada SE Health Full timePOSITION SUMMARY: Your role as a Quality Assurance Analyst is to actively participate in the planning, preparation, and execution of effective testing efforts for in-house software and integrations as well as vendor/SaaS based solutions. You are passionate about delivering high quality solutions that integrate a multitude of systems and you are expected...
-
Quality Assurance Specialist
4 weeks ago
Markham, Ontario, Canada Aurora Cannabis Full timeAurora Cannabis Inc. - Quality Assurance CoordinatorEstimated Salary: $65,000 - $85,000 per year (dependent on experience)OverviewWe are a global cannabis company driven by our passion to help people improve their lives.Job SummaryAurora Cannabis Inc. is currently looking for a Quality Assurance Coordinator to join our team. The successful candidate will be...
-
Quality Assurance Analyst
3 weeks ago
Markham, Canada SE Health Full time***: **POSITION RESPONSIBILITIES**: **Activity A**:Software Testing **(60% of time) 1) Ensure the overall quality of solutions through executing all aspects of Quality Assurance in every phase of the software development life cycle. 2) Ensure test results align with business functional and technical requirements, system compliance, and integration...