As a Quality Operations & Insights Specialist, you will play a key role in optimizing processes, improving quality management, and leveraging insights to enhance operational efficiency. This role involves collaboration across teams to ensure customer service excellence and effective knowledge management.

Key Responsibilities:

• Streamline operations within Quality Management, Learning Design, and Knowledge Management to align with business objectives and integrate insights into processes.
• Create and communicate monitoring plans for new service intents, equipping Quality Assessors to evaluate interactions effectively.
• Analyze data collected by Quality Assessors to identify trends, derive actionable insights, and pinpoint areas for improvement.
• Collaborate with internal teams and external suppliers to develop scalable and sustainable solutions.
• Prepare and present findings to stakeholders, including senior leaders and accountable executives, ensuring clarity and impact.
• Provide ongoing feedback and review to Quality Assessors to enhance accuracy and effectiveness, focusing on bilingual evaluation (French & English).
• Drive process improvements in Quality Management by partnering with data and modeling teams to implement innovative solutions.
• Work with Learning Design and Knowledge Management teams to improve agent communication and training, informed by call monitoring insights.
• Act as a bridge between data insights, operational strategies, and quality initiatives, fostering collaboration and alignment.

Basic Qualifications:

• Bachelor's degree.
• Experience in quality operations or process management, particularly in customer service environments.
• Strong analytical skills with the ability to interpret data and provide actionable, data-driven recommendations.
• Excellent communication skills, adept at delivering clear instructions and crafting compelling narratives.
• Exceptional organizational skills with the ability to juggle multiple projects and priorities.
• Fluency in both English and French.

Preferred Qualifications:

• Background in the financial industry.
• Experience in operations, complaint handling, and third-party delivery site management.
• Familiarity with Lean Six Sigma methodologies and experience driving continuous improvement initiatives.
• Exposure to agile work environments.

We’re an equal opportunity employer committed to increasing diversity and inclusion in today’s workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Minorities, women, LGBTQ candidates, and individuals with disabilities are encouraged to apply. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions.