Job Description

Job Title: Call Monitoring Associate
Location: Pickering, Ontario
Position Type: Full time contract - 6 months
About Us:
We are a leader in patient-focused, personalized transportation solutions. Dedicated to more than just getting people from point A to point B, we aim to become Ontario's most trusted and dependable transportation partner. Our approach is rooted in service, support, and a deep understanding of patient needs. As we continue to grow, we're expanding our Call Monitoring Team on a temporarily basis to strengthen service quality and ensure our customers receive a consistent, exceptional experience every time they interact with us.
Position Summary:
The Call Monitoring Associate plays a key role in maintaining and improving service quality. You'll be responsible for evaluating customer service calls, providing constructive feedback, identifying trends, and collaborating with internal teams to drive performance improvements. Your insights will directly contribute to enhancing the customer experience and achieving our quality assurance goals.
Key Responsibilities:
Monitor and evaluate customer service calls using a standardized quality model.
Identify trends, performance gaps, and process improvement opportunities.
Collaborate with Learning and Development and Customer Experience management to implement service enhancements.
Assist in developing support documentation and training resources.
Contribute to quality improvement discussions and initiatives.
Perform other duties as assigned by management.
Note: Responsibilities may evolve based on business needs. Management reserves the right to modify the job description at any time.
Qualifications:
High school diploma or equivalent (GED) required.
Minimum 3 years of customer service experience.
Strong verbal and written communication skills in English.
Excellent computer proficiency; intermediate Excel skills required.
Demonstrated ability to engage professionally and empathetically with clients over the phone.
Ability to work independently and collaboratively in both in-office and remote settings.

• Exceptional multitasking and time-management skills in a fast-paced environment.

Why Join Us?
Make a real impact by improving the quality of service for patients across Ontario.
Be part of a growing, mission-driven company with opportunities for professional development.
Collaborative team culture that values your input and expertise.
Apply today and help us set a new standard for patient transportation in Ontario.
Accessibility and Privacy Statements
We are an equal opportunity employer committed to inclusive, barrier-free recruitment and selection processes. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), accommodations are available upon request for applicants taking part in all aspects of the recruitment and selection process. If you require accommodation, please let us know in advance within your application.
In accordance with the Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable Ontario privacy legislation, all personal information collected during the recruitment process will be used solely for the purpose of evaluating candidates for employment and will be handled with strict confidentiality.

Skills Required