This job ad has been posted over 40 days ago...
2
applicants
Bilingual Team Lead/Quality Monitoring Analyst (Etobicoke, Ontario)
at Human Resources in Toronto
Position: Bilingual Team Lead/Quality Monitoring Analyst
Position Status: Permanent Full Time
Hours of Work: Shifts from 7am to 7pm Monday-Friday
Department: Credit Card Division
Location: 85 The East Mall, Toronto Ontario
Position Overview:
Reporting to the Manager of Quality this position is responsible for leading the quality assessment function and for assessments of the quality of service delivery based on standardized quality evaluation methodologies.
Specifically responsible for performing quality monitoring and quality assurance checks on frontline operator’s work which can include both paper and call processes. A key component of the role is also to analyze department and individual trends and suggest correct action plans aimed at continuous improvement. Working closely with the leadership team, the focus will be to identify, prioritize, and either lead &/or oversee the implementation of priority continuous improvement initiatives within the assigned departments supported. The Quality Monitor Team Leader will then work closely with all levels of the operations, and the client, to ensure that the departments supported are focused keenly on quality and operate in accordance with divisional programs and quality standards and contractual statements of work
Responsibilities
• Monitoring work items processed/handled and capturing quality scores on assigned functional groups.
• Managing work volume to ensure that sample standards committed are achieved and that samples are truly a “random sample”.
• Providing balanced feedback/coaching to the leaders, and in some areas, operators, on current performance levels and action plans to improve performance.
• Review and monitor weekly, monthly and YTD quality levels achieved and develop action plans to rectify problems by implementing, sustainable and measurable solutions.
• Provide the department managers, and clients, with regular reporting and feedback on overall quality results and results of continual process improvements sponsored.
• Ensure that D+H is always providing its clients with service excellence balancing quality, productivity and employee satisfaction.
• Ensuring all required rules and processing standards are followed in accordance with client specifications.
• Ensuring the quality programs are updated to reflect current processing standards.
• Ensure that monitoring tracking is updated daily and within agreed on service levels.
• Maintain a change management framework to ensure necessary program changes are completed in the timeliest manner considering impact to client, employee and D+H.
• Updating, maintaining and creation of all quality standards program documents, process flows, work instructions and policies and processes.
Requirements
• Team player who is self motivated with a passion for continuous improvement and who has an ability to portray a positive attitude.
• Proficient communication in French and English.
• Strong problem-solving, data analysis and analytical skills so that process improvement opportunities can be recognized.
• Detail oriented
• Strong relationship and client management skills
• Excellent verbal communication and interpersonal skills with the ability to communicate effectively, both formally and informally, with all levels within the organization.
• Excellent planning and implementation skills to efficiently target high gain improvement opportunities and efficiently implement the same.
• Minimum 3 – 5 years operational experience in a data processing and or call centre environment.
• Strong understanding of department work flows and efficiencies in a fast-paced service/production environment.
• Experience coaching and leading teams
• Ability to multi-task.
• “Think-outside-the-box” creative, solutions oriented individual
• Strong computer skills able to utilize a variety of Windows-based software programs such as MS Word, Excel, PowerPoint and Visio
• Experience preparing management reports and commentary
• Work experience in outsourcing, finance and/or insurance industry would be an asset.
• Work experience in managing small- medium projects would also be an asset.
Position Reports to:Quality Manager
Special Requirements: All candidates for this role will be required to conduct thorough Criminal and Credit checks prior to commencing work.
Applications Submitted to: fasrecruit@resolve.com
We thank everyone for their interest; however only qualified candidates
selected for an interview will be contacted.
Davis + Henderson is an equal opportunity employer.
Position Status: Permanent Full Time
Hours of Work: Shifts from 7am to 7pm Monday-Friday
Department: Credit Card Division
Location: 85 The East Mall, Toronto Ontario
Position Overview:
Reporting to the Manager of Quality this position is responsible for leading the quality assessment function and for assessments of the quality of service delivery based on standardized quality evaluation methodologies.
Specifically responsible for performing quality monitoring and quality assurance checks on frontline operator’s work which can include both paper and call processes. A key component of the role is also to analyze department and individual trends and suggest correct action plans aimed at continuous improvement. Working closely with the leadership team, the focus will be to identify, prioritize, and either lead &/or oversee the implementation of priority continuous improvement initiatives within the assigned departments supported. The Quality Monitor Team Leader will then work closely with all levels of the operations, and the client, to ensure that the departments supported are focused keenly on quality and operate in accordance with divisional programs and quality standards and contractual statements of work
Responsibilities
• Monitoring work items processed/handled and capturing quality scores on assigned functional groups.
• Managing work volume to ensure that sample standards committed are achieved and that samples are truly a “random sample”.
• Providing balanced feedback/coaching to the leaders, and in some areas, operators, on current performance levels and action plans to improve performance.
• Review and monitor weekly, monthly and YTD quality levels achieved and develop action plans to rectify problems by implementing, sustainable and measurable solutions.
• Provide the department managers, and clients, with regular reporting and feedback on overall quality results and results of continual process improvements sponsored.
• Ensure that D+H is always providing its clients with service excellence balancing quality, productivity and employee satisfaction.
• Ensuring all required rules and processing standards are followed in accordance with client specifications.
• Ensuring the quality programs are updated to reflect current processing standards.
• Ensure that monitoring tracking is updated daily and within agreed on service levels.
• Maintain a change management framework to ensure necessary program changes are completed in the timeliest manner considering impact to client, employee and D+H.
• Updating, maintaining and creation of all quality standards program documents, process flows, work instructions and policies and processes.
Requirements
• Team player who is self motivated with a passion for continuous improvement and who has an ability to portray a positive attitude.
• Proficient communication in French and English.
• Strong problem-solving, data analysis and analytical skills so that process improvement opportunities can be recognized.
• Detail oriented
• Strong relationship and client management skills
• Excellent verbal communication and interpersonal skills with the ability to communicate effectively, both formally and informally, with all levels within the organization.
• Excellent planning and implementation skills to efficiently target high gain improvement opportunities and efficiently implement the same.
• Minimum 3 – 5 years operational experience in a data processing and or call centre environment.
• Strong understanding of department work flows and efficiencies in a fast-paced service/production environment.
• Experience coaching and leading teams
• Ability to multi-task.
• “Think-outside-the-box” creative, solutions oriented individual
• Strong computer skills able to utilize a variety of Windows-based software programs such as MS Word, Excel, PowerPoint and Visio
• Experience preparing management reports and commentary
• Work experience in outsourcing, finance and/or insurance industry would be an asset.
• Work experience in managing small- medium projects would also be an asset.
Position Reports to:Quality Manager
Special Requirements: All candidates for this role will be required to conduct thorough Criminal and Credit checks prior to commencing work.
Applications Submitted to: fasrecruit@resolve.com
We thank everyone for their interest; however only qualified candidates
selected for an interview will be contacted.
Davis + Henderson is an equal opportunity employer.
Published at 06-02-2010
Viewed: 163 times
Viewed: 163 times
