The Bilingual Training and Quality Assurance Analyst is responsible for performing daily quality reviews on completed work requests processed by the various teams within Chambers Administration along with the initial and cross training of the administration team. In addition, this role is responsible for providing support and fielding questions from the team throughout the day and assisting in the development and maintenance of training materials. The Bilingual Training and Quality Assurance Analyst supports training in both French and English.
The Bilingual Training and Quality Assurance Analyst role is an essential component of the team as it ensures we are maintaining an elevated level of accuracy and providing our clients and partners with a quality product and exceptional customer service.
Responsibilities
- Perform daily quality reviews on all staff as per quality review guidelines and provide feedback on findings.
- Meet with Supervisors on a regular basis to provide feedback and identify any trends or training opportunities.
- Field daily questions and offer support to Supervisors relating to processing requirements.
- Assist Leadership in the handling of complex inquiries/escalations.
- Support the review of business processes/procedures and identify opportunities for improvement.
- Review and assess various reports as needed to resolve errors and prevent future issues relating to quality assurance.
- Train and mentor new members of the administration team on the fundamental aspects of system-related processing in their role.
- Train and mentor existing members of the administration team going through cross-training.
- Develop and maintain training materials, manuals & checklists as required.
Qualifications
- 2 or more years of experience in benefits administration processing.
- Exceptional time management and organizational skills.
- Demonstrated excellent oral and written communication skills.
- Ability to work closely on a one-on-one basis, in a team environment and self-motivated to work independently when required.
- Ability to adapt and generate effective solutions on situations/issues as they are presented.
- Detail-oriented and well-developed analytical skills.
- Open to feedback and willing to make changes based on feedback provided.
- Proficient in Microsoft 365.
- Ability to communicate fluently in French and English (oral and written).
The successful candidate must be legally eligible to work in Canada. We thank all applicants for their interest. Please note that only those selected for an interview will be contacted.
JG welcomes the opportunity to provide accommodation throughout the selection process. Please contact us to discuss your requirements by email at human.resources@johnstongroup.ca or by phone at 204-788-7122.
