Quality Assurance Lead - Vancouver, Canada - United Way British Columbia

United Way British Columbia

Verified Company

Vancouver, Canada

1 day ago

Posted by:

Sophia Lee

beBee Recruiter

Description

The hourly rate for this role is $28.39

JOB PURPOSE

This role will partner with teams across the organization and work collaboratively and proactively to assist with and support the effort to deliver operationally efficient and effective information and referrals in the call center, to measure, design and improve customer journey and experience per AIRS accreditation requirements.

As a key member of the 211 team, this role will also design and manage the Emergent response of BC 211 in collaboration with United Way BC and the national 211 networks.

This is a full-time Monday to Friday position of 35 hours per week

DUTIES & RESPONSIBILITIES

1. Training

Develop & implement objective metrics for assessing employee training progress
Evaluate the effectiveness of training strategies and implementing continuous quality improvement processes related to new hire and development training
Work with Manager, Contact Centre, to assess and identify training needs of Information and Referral employees, then develop and deliver annual inservice training and continuing education plans including recommend/offer training opportunities that will enhance or maintain employees' knowledge and skills.
Deliver core training for new Information & Referral navigators
Deliver core training for new Resources & Publication employees
Ensure all employees receive and complete the annual training curriculum
Design and deliver specialized training for changes in internal processes (e.g. adding new demographics to call form, warm transfers to 911 or a crisis line, allocating Uber rides)
Design and deliver specialized training for new services (e.g. adding a new channel such as SMS text messaging, adding a new service queue (e.g. United for Ukraine, Safe Seniors Strong Communities)
Identify areas that navigators are struggling with to develop specialized training and/or a coaching methodology
Provide customer service/experience training

2. Emergent response

Support UWBC's Emergent response strategy
Participate as a member of the UWBC Emergent Response Team, coordinating BC211's support

3. Quality assurance

Leads and facilitates BC211's AIRS accreditation submission and other similar qualityrelated projects
Ensure accreditation quality assurance requirements are met
Review recorded calls and contact responses for appropriate messaging, positive customer experience, quality assurance and alignment with AIRS Standards and accreditation requirements
Use the outcome of reviews to drive improvements in the customer journey (e.g. Interactive Voice Response
IVR, hold messaging, navigators' interaction with clients)
Provide employee coaching, recognition and development feedback
Observe and implement relevant internal controls, policies and procedures, including those around data integrity and confidentiality
Review completed call forms for data integrity
Use results of data call form review to develop coaching and training and influence system improvements

General

Performs other duties related to the qualifications and requirements of the job

QUALIFICATIONS & REQUIREMENTS

Education:

Diploma in a related human / social service related field; comprehensive knowledge of human services in Metro Vancouver and the province of BC

Experience:

Three years of recent related experience or an equivalent combination of education, training and experience.

Skills:

Certified Information and Referral Specialist (CIRS)
Team Lead or supervisory experience
Certified Information and Referral Specialist
Ability to work independently, set priorities and effectively allocate time and resources
Ability to research, assimilate and organize relevant information, giving attention to detail
Experience in one or more areas of addiction, victims services, or crisis counseling is required
Excellent oral and written communication skills, excellent presentation skills
Ability to work quickly and efficiently under pressure
Ability to deal tactfully and effectively with the public and community agencies, in order to maintain good public relations
Excellent computer skills and knowledge of standard office practices
Ability to work all shifts, as required

WORKING CONDITIONS

Some hours outside of business hours may be required to meet deadlines

CHARACTERISTICS
***For success at UWBC and in this role, certain demonstrable characteristics will be required: - A commitment to building healthy, caring and inclusive communities, internally and externally

Embodying the organization's core values to be collaborative, compassionate, strategic, responsive, accountable and inspiring
Ability to navigate ambiguity and comfortably operate in it
Drive to succeed as an individual and as a team member

**At UWBC, we don't just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, programs