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Added 8 mins ago
A
Senior Specialist Civil Engineer
AtkinsRéalis
Mississauga, ON
- Full-time
Candu Energy Inc.is looking to hire multiple Senior Specialist Civil Engineer for full time term/permanent positions. The types of engineering work include structural and seismic analysis,…
Added 8 mins ago
A
Senior Specialist Civil Engineer
AtkinsRéalis
Mississauga, ON
- Full-time
Candu Energy Inc.is looking to hire multiple Senior Specialist Civil Engineer for full time term/permanent positions. The types of engineering work include structural and seismic analysis,…
Added 9 mins ago
SO
Bilingual Microsoft 365 Trainer
Special Olympics Canada
Toronto, ON
- $68,000 to $80,000 CAD / year
- Contract
Special Olympics Canada (SOC) is seeking a bilingual Microsoft 365 & Digital Adoption Specialist / Trainer to strengthen digital skills, improve collaboration and support the effective use…
Added 38 mins ago
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Regional Director of Trust - Prairies
BMO
Calgary, AB · CALG
- Full-time
Develops and manages a business/group program.
Added 53 mins ago
Claims Specialist
EBC Inc.
Mississauga, ON
EBC is looking for a Claims Specialist to join our Legal Team.
Added 1 hour ago
A
Manager, Sales Compensation
Aviso
Toronto, ON
- $110,000 to $135,000 CAD / year
- Full-time
Sales Compensation Strategy & Program Management
Added 2 hours ago
DD
Senior Loads & Dynamics Specialist
Dominion Dynamics
Toronto, ON
- Full-time
…structure wil ens up too heavy or short on margin, and the program finds out at the next design gate instead of before it. Your job is to make sure the program finds out…
Added 2 hours ago
IMIT Business Analyst - HIM Coding Classification & Terminology Standards
Nova Scotia Health and IWK Health
All Locations, Nova
…is delivered within to meet the objectives outlined by the program…
Added 4 hours ago
LT
Talent Acquisition Specialist/Sourcer
LMI Technologies
Burnaby, BC
- Full-time
LMI is seeking a collaborative, proactive Talent Acquisition Specialist/Sourcer to join our global HR team. In this role, you will play a critical part in supporting our growth by building…
Added 8 hours ago
LT
Talent Acquisition Specialist/Sourcer
LMI Technologies
Burnaby, BC
- Full-time
LMI is seeking a collaborative, proactive Talent Acquisition Specialist/Sourcer to join our global HR team. In this role, you will play a critical part in supporting our growth by building…
Added 11 hours ago
EA
Workforce Management and Quality Assurance Specialist
Europ Assistance Canada
Toronto, ON
- Full-time
We are seeking a Workforce Management & Quality Assurance Specialist to support operational performance across our contact centre, claims, and assistance operations. This role is…
Added 11 hours ago
SJ
Unit Clerk 6M Oncology Hematology Medicine
St. Joseph's Health Centre, Toronto
Toronto, ON
- Temporary
Satisfactory attendance record as per the Health Centre's Attendance Management Program Policy SJ-08-01-08.
Added 11 hours ago
PH
Registered Practical Nurse - B4 Geriatric and Medical Rehab
Providence Healthcare
Toronto, ON
- Temporary
Successful completion of a Practical Nursing Diploma Program
Added 15 hours ago
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Workforce Management and Quality Assurance Specialist
Redion
Toronto, ON
- $75,000 to $80,000 CAD / month
- Full-time
We are seeking a Workforce Management & Quality Assurance Specialist to support operational performance across our contact centre, claims, and assistance operations. This role is…
Added 22 hours ago
MD
Records Agent - Customer Svcs Specialist Int
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Saint-Paul, NB · St.-Paul, NB
- Full-time
Job Class: Customer Service Specialist, Intermediate
Added 1 day ago
BT
IT & Innovation Consultant, SR&ED
Baker Tilly Canada
Windsor, ON
- Full-time
…strong relationships. From audit and tax to consulting and specialist advisory services, we help clients navigate complexity and seize opportunity with…
Added 1 day ago
RV
Temporary Part-Time Learning Assistant - Sarah Thompson School
Rocky View Schools
Langdon, AB
- Part-time
Provides assistance with preparation of individualized program materials under the direction of the teacher
Added 2 days ago
AH
Health Info Mngt Professional I - Clinical Coding Specialist
Alberta Health Services
Calgary, AB · Greater Calgary Metropolitan Area
- Temporary
…3M HDM abstracting system Certified Coding & Classification Specialist (CCCS) certification with CCHIM Certificate of completion from Coding Specialist Program, Coding Refresher or other…
Added 2 days ago
SJ
Occupational Therapist CP - SJHC Rehabilitative Care
St. Joseph's Health Centre, Toronto
Toronto, ON
- Temporary
As required by the program, must be Montreal Cognitive Assessment (MoCA) certified (or willing to certify prior to the end of the probationary period)
Added 2 days ago
SM
Research Education Program Lead Gemini Operations
St. Michael's Hospital
Toronto, ON
- Temporary
The GEMINI team is seeking a Research Education Program Lead to serve as the central point of coordination for student and trainee activities across GEMINI/Vital and will lead the…
Added 2 days ago
M
Account Manager
Mentimeter
Toronto, ON
- Full-time
Day-to-day support (We have minimal support, and a support specialist is responsible for this)
Added 2 days ago
BR
League Manager (Greater Toronto Area)
Brodie Rec League
Brampton, ON · Mississauga, ON · Oakville, ON · Toronto, ON · Vaughan, ON
- $50,000 to $80,000 CAD / year
- Full-time
…Lead and every Game Day Operator, Referee, Athlete Highlight Specialist and media staffer on your nights, typically 5-20 people depending on the venue. Your GDL leads the crew on the floor.…
Added 2 days ago
SM
Admin Assistant CM Concurrent Disorders ACT Team
St. Michael's Hospital
Toronto, ON
- Temporary
The Concurrent Disorders Assertive Community Treatment (ACT) program is a new innovative partnership initiative between Unity Health Toronto (St. Michael’s Site) and Toronto Public Health.…
Added 2 days ago
SJ
Dietetic Technician Nutrition Services - Diet Office
St. Joseph's Health Centre, Toronto
Toronto, ON
- Temporary
Graduate or enrolled in a Dietitians of Canada recognized two-year Community College Program in Food & Nutrition Management or a four year Nutrition Undergraduate Degree.
Added 2 days ago
SM
Peer Support Specialist Concurrent Disorders ACT Team
St. Michael's Hospital
Toronto, ON
- Temporary
The Concurrent Disorders Assertive Community Treatment (ACT) program is a new innovative partnership initiative between Unity Health Toronto (St. Michael’s Site) and Toronto Public Health.…

Redion

Workforce Management and Quality Assurance Specialist

Toronto, ON, Canada

$75,000 to $80,000 CAD / month · Full-time

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Job details

Pay: $75,000 to $80,000 CAD / month
Job type: Full-time
Experience: 3+ years of workforce management experience in a contact centre environment.
Posting language: English
Posted: Oct 30, 2026

Original job description

Join our dynamic, fast-moving, international group and help shape the future of care.

If you are the kind of person people turn to in times of need, we want to meet you. We are looking for people who truly care: who are willing to roll up their sleeves to help others and are energized by being there when it matters most. If you think fast, are open to change, and strive to be the best you can be, this is the place for you.

We are a company driven by cutting-edge technology and a culture of care. We design insurance solutions and deliver assistance services that make a real difference to people’s lives.

And just as we are always there for our customers, we are always there for you too. We will help you build a meaningful career full of purpose, pace and possibility.

About our company: We are the world’s premier care partner, providing the world’s leading institutions and their customers and employees with insurance, assistance and prevention services that free them to make the most of every moment.

Our roots in assistance, and long history in insurance, have shaped a culture of care and innovation that sets us apart. Unlike major insurers, we are a fast-paced, agile and growing organization. We empower our people at all levels to act with confidence and authenticity. We believe it helps them take initiative, make quicker decisions, and build real, enduring relationships and effective solutions. We keep our structure streamlined and deploy industry-leading technology so our people can act faster, and with greater agility, to help our customers.

Care is at the heart of who we are and extends far beyond just our customers. We are one, international team - shaped and enhanced by the many cultures and perspectives we represent. We are committed to ensuring everyone that works with us feels valued and equipped to flourish. And we also care for our planet: taking pride in our industry-leading initiatives towards building a sustainable business.

The position is based in Toronto, and the working environment is a mix of in-office and remote work, though always in close collaboration with colleagues and stakeholders.

About the Role

We are seeking a Workforce Management & Quality Assurance Specialist to support operational performance across our contact centre, claims, and assistance operations. This role is responsible for workforce planning, scheduling, real-time performance management, quality monitoring, reporting, and continuous improvement initiatives to ensure exceptional customer service and operational excellence.

Key Responsibilities

Develop forecasts, staffing plans, and schedules to support service level and operational objectives.
Monitor real-time performance and implement staffing adjustments to optimize customer experience and productivity.
Development and administration of quality program.
Conduct quality reviews of customer interactions, claims, and assistance activities to ensure compliance and service excellence.
Analyze workforce and quality metrics, identify trends, and provide recommendations for improvement.
Provide training on quality-derived themes and opportunities.
Partner with leadership to deliver coaching, calibration, and performance improvement initiatives.
Support reporting, workforce technology, process improvement, and business continuity activities.
Maintain knowledge of operational goals and targets.

Qualifications

3+ years of workforce management experience in a contact centre environment.
Experience in quality assurance, claims, customer service, or assistance operations.
Strong forecasting, scheduling, analytical, and problem-solving skills.
Advanced proficiency in Microsoft Excel; experience with workforce management systems and Power BI is preferred.
Excellent communication, stakeholder management, and coaching abilities.
Experience in travel insurance, claims administration, or assistance services is an asset.
Bilingual English/French is an asset.

Core Competencies

Analytical Thinking • Workforce Planning • Quality Focus • Customer Service Excellence • Continuous Improvement • Communication & Coaching • Collaboration • Compliance & Risk Awareness • Adaptability

Hours of Work: Monday to Friday

Work Location: Toronto

Vacancy: 1 full time position

Redion supports all accommodation requests from applicants with disabilities; please contact Human Resources at careers@redion.com if any accommodation is required. We welcome candidates from all backgrounds and are dedicated to creating an inclusive environment where everyone can thrive.

Artificial Intelligence (AI) Usage Disclosure: Please note that our recruitment process may involve the use of artificial intelligence (AI) or automated tools to assist in screening, assessing, and selecting applicants. These technologies are used to enhance efficiency, ensure consistency, and support fair decision-making. All AI-assisted evaluations are conducted in accordance with applicable privacy and employment regulations.

We thank all applications for their interest, but only candidates selected for an interview will be contacted.

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More about this job

Responsibilities

The specialist will develop forecasts, staffing plans, and schedules while monitoring real-time performance to optimize operational productivity. Additionally, they will manage quality programs, conduct performance reviews, and provide coaching to ensure service excellence and compliance.

Requirements

Candidates must have at least 3 years of workforce management experience within a contact center environment. Proficiency in Microsoft Excel and strong analytical, communication, and problem-solving skills are required.

Skills

Workforce Management
Quality Assurance
Forecasting
Scheduling
Data Analysis
Microsoft Excel
Power BI
Stakeholder Management
Coaching
Process Improvement
Claims Administration
Customer Service
Compliance
Reporting

Visa sponsorship

Not detected in the job text

Keywords

Workforce Management
Quality Assurance
Contact Centre
Forecasting
Scheduling
Performance Management
Claims
Assistance Services
Insurance
Microsoft Excel
Power BI
Data Analysis
Reporting
Process Improvement
Business Continuity
Coaching
Calibration
Stakeholder Management
Compliance
Risk Awareness

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