Service Quality Analyst

2 weeks ago

Victoria, Canada Family Maintenance Enforcement Program Full time

Detailed Job Description

Are you passionateabout quality assurance? Keepreading to find out how this role may be a great fit for you

We are thrilled youhave decided to explore a career with the BC Family Maintenance Agency (BCFMA).The BCFMA is responsible for supporting BC families by providing a free serviceto track and collect child and spousal support. We are passionate about what wedo and the clients we serve and are proud of delivering exceptional service ina client-focused way.

The BCFMA iscurrently looking to recruit a ServiceQuality Analyst to join our team in Burnaby, Kamloops, or Victoria.

As a member of the BCFMA,not only would you be joining an engaged organization, but you’d also get toenjoy flexible work arrangements, extended health and dental benefits and let’snot forget our awesome public service pension plan as just a few of thebenefits BCFMA employees are eligible for. In addition to our generous vacation entitlement, all BCFMA employeeshave access to TELUS Health Virtual Care and Life Journey services. 

What can I expect asa Service Quality Analyst?

As the successful candidate, you will be a part of a diverse andinclusive team with opportunities for personal and professional growth. We also provide comprehensive training in a positive learning environment. 

The Service Quality Analyst role supports the development andimplementation of a Quality Assurance (QA) framework for BCFMA stakeholderinteractions and internal operational processes. In addition, the role performsreview, analysis and evaluation of case management and client interactions, proposes,and delivers quality assurance training, and completes client experienceanalysis to provide client-centric continuous improvement recommendations.

In our world, no dayis ever the same, but you can expect a typical day to include some combinationof the following:

Completing formal, investigativereviews of operational case management and client calls ensuring legislation,policy, procedures, privacy, and client service requirements are met. Providing recommendations forindividual and agency improvement opportunities to leadership based on thereview and analysis of client surveys, critical incidents, and stakeholdercomplaint information. Creating, analyzing, and documentingcase management or client call reports using theories, statistical andmathematical models, and known evaluation techniques. Advocating and applying theagency’s client-centric approach towards service excellence and communicateswith clients/stakeholders in a respectful, timely and professional manner. Planning, maintaining, andupdating QA framework and operation procedure documentation. Effectively handling, and wherepossible, resolving escalated concerns and complaints from stakeholders verballyand in writing including clients, MLAs, and Ombudspersons. Planning and hosting casemanagement or client call quality reviews with staff and management to promoteunderstanding and consistency in agency quality performance.

What education,skills, and experience will you need to be successful?

Two-year college diploma orequivalent post-secondary education credits. An equivalent combination of education and experience in place of formaleducational credentials will be considered. Ability to promote a positiveculture, build strong relationships and communicate respectfully withcompassion, tact and diplomacy. Research and enquiry skillsincluding the ability to identify, analyze and use judgment to assessramifications of decision outcomes.  Preference may be given for candidateswith the following:
Experience and/or certification in quality assurance or quality evaluation. Experience managing case work and client services in a highly regulated environment. Ability to investigate, analyze, evaluate, document, and recommend changes in program and/or individual performance. Knowledge in performance and/or project management theories, principles, models, and related systems/technologies. Applicants who self-identify as First Nations, Métis, Inuit, or a visible minority with the required combination of education and experience.

You say youwant a career where you can make a difference - don’t delay and applytoday   

The starting salaryfor this position is $69, per year. This is a unionized position andis covered by the BCGEU/BCFMA collective agreement. An eligibility listmay be established to fill future temporary and permanent vacancies.

To apply for this position or view our other careeropportunities, please visit our career portal at . Wewould like to thank all candidates for their interest, however only those beingconsidered for this role will be contacted.

  • Quality Service Analyst

    4 weeks ago

    Victoria, Canada Community Living BC Full time

    **_We are proud to be selected as one of _**_B.C.'s Top Employers_**_ once again!_** **If you are looking for an opportunity to contribute your experience, knowledge, and passion in a meaningful way, CLBC is the place for you!** Community Living British Columbia (CLBC) is a Crown corporation responsible for arranging supports and services for adults with...

  • Quality Service Analyst

    4 weeks ago

    Victoria, Canada Community Living BC Full time

    **_We are proud to be selected as one of _**_B.C.'s Top Employers_**_ once again!_** **If you are looking for an opportunity to contribute your experience, knowledge, and passion in a meaningful way, CLBC is the place for you!** Community Living British Columbia (CLBC) is a Crown corporation responsible for arranging supports and services for adults with...

  • Quality Service Analyst

    2 weeks ago

    Victoria, Canada Community Living BC Full time

    **_We are proud to be selected as one of _**_B.C.'s Top Employers_**_ once again!_** **If you are looking for an opportunity to contribute your experience, knowledge, and passion in a meaningful way, CLBC is the place for you!** Community Living British Columbia (CLBC) is a Crown corporation responsible for arranging supports and services for adults with...

  • Quality Service Analyst

    6 days ago

    Victoria, Canada Community Living BC Full time

    **_We are proud to be selected as one of _**_B.C.'s Top Employers_**_ once again!_** **If you are looking for an opportunity to contribute your experience, knowledge, and passion in a meaningful way, CLBC is the place for you!** Community Living British Columbia (CLBC) is a Crown corporation responsible for arranging supports and services for adults with...

  • Quality Service Analyst

    4 weeks ago

    Victoria, Canada Community Living BC Full time

    **_We are proud to be selected as one of B.C.'s Top Employers once again!_** **If you are looking for an opportunity to contribute your experience, knowledge, and passion in a meaningful way, CLBC is the place for you!** Community Living British Columbia (CLBC) is a Crown corporation responsible for arranging supports and services for adults with...

  • Lhso 15r

    1 day ago

    Victoria, Canada BC Public Service Full time

    Posting Title- LHSO 15R - Laboratory Support Analyst- Position Classification- Laboratory/Hlth Science Of R15- Union- GEU- Work Options- On-Site- Location- Victoria, BC V9B 6X2 CA (Primary)- Salary Range- $59,015.56 - $66,749.47 annually- Close Date- 4/22/2024- Job Type- Regular Full Time- Temporary End Date- 5/1/2026- Ministry/Organization- BC Public...

  • Isl 18r

    3 weeks ago

    Victoria, Canada BC Public Service Full time

    Posting Title- ISL 18R - Service Desk Analyst- Position Classification- Information Systems R18- Union- N/A- Work Options- Hybrid- Location- Victoria, BC V9B 6X2 CA (Primary)- Salary Range- $62,255.85 - $70,557.73 annually + 3.3% Temporary Market Adjustment- Close Date- 3/12/2024- Job Type- Temporary (Auxiliary)- Temporary End Date- 10/29/2024-...

  • Quality Assurance Analyst

    2 months ago

    Victoria, Canada Vivid Solutions Full time

    Vivid Solutions is a software development company that creates and implements innovative technology solutions. We thrive on tackling challenges and developing solutions that help people and businesses do what they do even better. With a focus on value and quality we work closely with our clients to identify the strategic needs of their business to determine...

  • Isl 18r

    4 weeks ago

    Victoria, Canada BC Public Service Full time

    Posting Title- ISL 18R - Service Desk Analyst- Position Classification- Information Systems R18- Union- GEU- Location- Victoria, BC V9B 6X2 CA (Primary)- Salary Range- $58,319.24 - $66,096.20 annually- Close Date- 1/9/2023- Job Type- Regular Full Time- Temporary End Date- 10/31/2023- Ministry/Organization- BC Public Service -> Attorney General- Ministry...

  • Quality Analyst

    3 weeks ago

    Victoria, Canada Zetron, a Codan Company Full time

    **THE POWER TO RESPOND AND BE HEARD**: Headquartered in Redmond, WA, USA, with centers of engineering excellence in Victoria, BC, Canada, and Brisbane, QLD, Australia, Zetron currently has over 40,000 console positions, hundreds of established partners and value-added resellers, and coverage in more than 100 countries. Zetron is an established global leader...

  • Kp Systems Analyst

    3 weeks ago

    Victoria, Canada BC Public Service Full time

    Posting Title- KP Systems Analyst -Systems Analyst- Position Classification- Programmer Analyst- Union- CIU- Work Options- Hybrid- Location- Victoria, BC V9B 6X2 CA (Primary)- Salary Range- $68,082.64 plus 5.5% TMA (Temporary Market Adjustment)- Close Date- 2/5/2024- Job Type- Regular Full Time- Temporary End Date- 7/31/2024- Ministry/Organization- BC Public...

  • Isl 18r

    3 weeks ago

    Victoria, Canada BC Public Service Full time

    Posting Title- ISL 18R - Service Desk Analyst- Position Classification- Information Systems R18- Union- GEU- Work Options- On-Site- Location- Victoria, BC V9B 6X2 CA (Primary)- Salary Range- $62,255.85 - $70,557.73 annually- Close Date- 3/14/2024- Job Type- Regular Full Time- Temporary End Date- Ministry/Organization- BC Public Service -> Education and Child...

  • Isl 15r

    4 weeks ago

    Victoria, Canada BC Public Service Full time

    Posting Title- ISL 15R - Service Desk Support Analyst- Position Classification- Information Systems R15- Union- GEU- Work Options- On-Site- Location- Victoria, BC V9B 6X2 CA (Primary)- Salary Range- $57,296.54 - $64,805.30 annually- Close Date- 5/26/2023- Job Type- Regular Full Time- Temporary End Date- Ministry/Organization- BC Public Service -> Education...

  • Fo 15r

    4 weeks ago

    Victoria, Canada BC Public Service Full time

    Posting Title- FO 15R - Funding Analyst- Position Classification- CLBC Financial Officer R15- Union- GEU- Location- Victoria, BC V9B 6X2 CA (Primary)- Salary Range- $53,673.52 - $60,707.45 annually- Close Date- 2/1/2023- Job Type- Regular Full Time- Temporary End Date- Ministry/Organization- BC Public Service -> Health- Ministry Branch / Division-...

  • Isl 18r

    4 weeks ago

    Victoria, Canada BC Public Service Full time

    Posting Title- ISL 18R - Junior Service Analyst- Position Classification- Information Systems R18- Union- GEU- Work Options- Hybrid- Location- Victoria, BC V9B 6X2 CA (Primary)- Salary Range- $62,255.85 - $70,557.73 annually (Effective April 9, 2023)- Close Date- 4/27/2023- Job Type- Regular Full Time- Temporary End Date- Ministry/Organization- BC Public...

  • Quality Assurance Analyst

    4 weeks ago

    Victoria, Canada Vivid Solutions Full time

    **ABOUT VIVID SOLUTIONS** Vivid Solutions is an innovative software development company dedicated to providing user-centered and cutting-edge technology solutions for our clients in the BC Government sector. We thrive on tackling complex problems and are passionate about helping people and businesses thrive by developing technology solutions that enable...

  • Manager, Quality Management

    2 weeks ago

    Victoria, British Columbia, Canada Quality Foods CA Full time

    C. owned and operated, Quality Foods has been serving Vancouver Island communities since 1982. With 14 locations from Colwood up to Campbell River and over to Powell River, we are an active participant in the communities that we serve, and we understand that our stores play an important role in these small towns. Here is an opportunity to join the management...

  • Admn o 24r

    2 weeks ago

    Victoria, Canada BC Public Service Full time

    Posting Title- ADMN O 24R - Business Analyst- Position Classification- Administrative Officer R24- Union- N/A- Work Options- Hybrid- Location- Victoria, BC V9B 6X2 CA (Primary)- Salary Range- $76,071.18-$86,658.48 annually- Close Date- 4/18/2024- Job Type- Temporary (Auxiliary)- Temporary End Date- Ministry/Organization- BC Public Service -> Office of the...

  • Admn o 18r

    4 weeks ago

    Victoria, Canada BC Public Service Full time

    Posting Title- ADMN O 18R - Capital Analyst- Position Classification- Administrative Officer R18- Union- GEU- Work Options- Remote- Location- Victoria, BC V9B 6X2 CA (Primary)- Salary Range- $62,255.85 - $70,557.73 annually- Close Date- 9/17/2023- Job Type- Regular Full Time- Temporary End Date- Ministry/Organization- BC Public Service -> Health- Ministry...

  • Admn o 15r

    1 week ago

    Victoria, Canada BC Public Service Full time

    Posting Title- ADMN O 15R - Legislative Documents Analyst- Position Classification- Administrative Officer R15- Union- N/A- Work Options- Hybrid- Location- Victoria, BC V9B 6X2 CA (Primary)- Salary Range- As of April 7, 2024, $59,015.56 - $66,749.47 annually- Close Date- 4/24/2024- Job Type- Regular Full Time- Temporary End Date- Ministry/Organization- BC...