Quality Analyst Co-op - Victoria, Canada - BC Pension Corporation

BC Pension Corporation
BC Pension Corporation
Verified Company
Victoria, Canada

1 month ago

Sophia Lee

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Sophia Lee

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Description

Quality Analyst Co-op:

Open to students registered in a recognized co-op program only

(Within the lower mainland or Vancouver Island)


BC Pension Corporation, Victoria BC:

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Duration:Summer 2023 (May August 2023)
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Location:Victoria (our office is situated on the Selkirk Waterfront on the Gorge Inlet. Enjoy stunning views of downtown Victoria and the Olympic mountains and take advantage of the nearby Galloping Goose Regional Trail for walking and biking).
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Salary:$1,659.92 bi-weekly (for students working towards a diploma or bachelor's degree)
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Grant:As part of our inVESTED scholarship program, you may be eligible for reimbursement up to a maximum of $1,000 per four-month work term to cover the cost of co-op work term tuition fees.
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Hybrid Work Model: Employees are supported to work part of their time from home and part of their time on campus to encourage flexibility, performance and connection.
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Skills for Success Program: Engage with other co-op students in a monthly virtual event designed to build connection and community while developing skills to support your success.
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Team: Member Services and Experience (MSE) is comprised of the Member Services Centre (the multi-channel contact centre), the Client Education Program (curriculum design, online and instructor led webinar education for members), the Member Support Services team (intake of member requests, digital and hard copy forms management (all stakeholder audiences), and member & employer distribution and record management and retention), and the Digital Experience and Communication Service team (web services, creative services, and service experience including user experience research, design and content).


The Job Responsibilities:


The quality analyst works in consultation with key stakeholder at all levels including leadership, peers and colleagues in other business areas to ensure the program addresses training needs and knowledge goals, sets quality standard and improves the deliver to consistent service to all stakeholders.

The quality analyst performs quality evaluation to assess compliance with established processes, policies and service standard, provided feedback and coach to staff and client service managers.


Key Responsibilities include monitoring, analyzing, reporting, coaching and working with training, Assistant Director's, Customer Service Manager's, knowledge consolidation and the knowledge base team.


  • The key pieces of work we would have you focus on during your tenure is listening to long calls within our contact centre looking for themes, training gaps, call control and coaching opportunities; and
  • Working with CSM's to review general inquiries for consistency, accuracy and clarity of information while following best practices.

Learning Outcomes:


  • Working within a team and providing feedback and recommendations to leadership
  • Coaching and mentoring, communication, interpersonal relationships
  • Critical thinking and problem solving
  • Analyzing data and proposing solutions

Requirements:


This opportunity is available to 1st year students working towards a diploma or bachelor's degree in business management, communications or a related field.

Knowledge and/or experience in the following areas would be an asset:

  • Business coaching
  • Business analytics
  • Communication skills, both written and verbal
  • Cover Letter
  • Resume
  • Transcripts (unofficial transcripts are accepted)

BC Pension Corporation is committed to the health and safety of our employees and is taking every precaution against COVID-19 while supporting our culture of community and connection in our hybrid workplace. We have implemented a COVID-19 Vaccination Policy that requires all new employees, as a condition of their employment, to confidentially self-disclose to the Corporation that they are fully vaccinated (two COVID-19 vaccinations). Details about the COVID-19 verification process will be provided at the time of offer.

Diversity & Inclusion:

BC Pension Corporation is an equal opportunity employer committed to establishing an inclusive, equitable, and accessible environment for all.

All qualified applicants will receive consideration for employment without regard to race, national origin, age, religion, disability, sexual orientation, gender identity or expression, marital status or any other basis protected by applicable law.

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