Job Description

For over 75 years, Medavie Blue Cross has been a leading health and wellness partner for individuals, employers and governments across Canada. As a not-for-profit organization, we proudly invest in communities to help address some of Canada\'s most pressing health care challenges. We are one of Canada\'s Most Admired Corporate Cultures, one of Canada\'s Top 100 Employers, Canada\'s Life & Health Insurer of the Year for 2021 and an Imagine Canada Caring Company.Our 2,400 professionals work across six provinces, united by our shared values of being caring, accountable, responsible, innovative and community-minded. We\'re committed to ensuring our employees thrive in our award-winning, collaborative culture focused on ensuring health, wellness, and personal and professional growth through a variety of programs and support across our organization.Together with Medavie Health Services, we are part of Medavie - a national health solutions partner with over 7,700 employees. Our mission is to improve the wellbeing of Canadians.Job Title: Quality Assurance Analyst, Customer Care Team (Call Centre)- 12 Month Term
Department: Government
Competition: 87098
Internal/External: Both
Employment Type: Part Time Term
Location: NS, Remote available
Salary: Competitive Compensation
Reports To: Manager, Contract Mgt NS Prov. ProgramsPosition SummaryWe currently have an opening for an accountable, self-directed individual with strong attention to detail to join our Nova Scotia Provincial Programs team. Nova Scotia Provincial Programs administers the Medical Service Insurance (MSI) on behalf of the Government of Nova Scotia, covering over 1 million Nova Scotians.The Quality Assurance Analyst ensures that customer service standards are met by performing evaluations on incoming calls, enrolment applications, claims payment, and other work that is conducted for our clients, looking at overall interactions, accuracy of information delivered, and overall customer experience delivered. Quality Assurance Analysts provide the necessary feedback to help identify trends and areas of opportunity for coaching, continuous improvement, and mitigation of future risks. This role will initiate and encourage open communication with internal stakeholders and collaborate with business partners to implement and assure clarity and accuracy of processes and procedures to mitigate errors.This is a part-time, 12-month term position. Hours of work are 25 hours/week and individuals must be available to work between core business hours of 8 a.m. - 5 p.m. AST, Monday to Friday.Key Responsibilities

• Perform quality monitoring of employee work and interactions, measuring adherence to policies and procedures as well as effective practice.
• Distribute all quality assurance results and scorecard summaries within established deadlines and effectively communicate with internal stakeholders the quality assurance scoring and details.
• Relay findings to various levels of leadership by utilizing a diverse array of data sharing and communication techniques.
• Work directly with leaders to provide feedback on the performance of the team and recommendations to improve the employee and customer experience.
• Develop and maintain understanding of business processes and customer expectations through regular reviews of job functions (e.g.: job shadowing, reviewing current/relevant process documentation and taking part in regularly scheduled refresher training).
• Evaluate existing quality assurance processes to identify any gaps or necessary improvements and/or recommended changes.
• Promote quality assurance best practices and encourage continuous growth through information education to internal teams including employee coaching and training.
• Create process documents, reporting tools, and training resources to support Nova Scotia Provincial Programs.
• Develop and maintain expertise in privacy guidelines and procedures and support privacy-related training and communication within Nova Scotia Provincial Programs.
• Develop and maintain understanding of Nova Scotia Provincial Program\'s service level standards and develop processes to ensure mitigation of breaching the standards.
• Analyze reporting trends to identify opportunities for process improvement.
• Provide operational support to the Provincial Programs as needed and perform other assigned duties as required.

Required QualificationsEducation: Post-secondary education in business, finance, office administration and / or have a background in the Quality Assurance field.
Work Experience: 2 to 5 years of relevant experience, experience in insurance or government funded programs considered an asset, business knowledge of Medavie systems would be considered and asset.
Computer Skills: Excellent knowledge of Microsoft Office Suite of products, particularly Word, Excel, and SharePoint as well as Adobe/Foxit Phantom PDF, knowledge of Verint/Cisco Finesse considered an asset.
Language Skills: English - written and spoken.We are an Equal Opportunity Employer.Medavie Blue Cross strives to foster a culture where everyone is enabled to achieve their full potential - a culture of diversity, equity and inclusion (DEI) where we live our values every day in the way we treat each other, our members and the communities we serve. Accessibility is a top priority.For applicants with disabilities, we provide accommodations throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection and/or assessment process, please inform Medavie Blue Cross Human Resources staff of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation. All personal information is collected under the authority of the Municipal Freedom of Information and Protection of Privacy Act.We would like to thank all candidates for expressing interest. Please note only those selected for interviews will be contacted.

Medavie Blue Cross