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Clinical Quality Assurance Analyst (Temporary Contract)

24 7 Intouch

This is a Full-time position in Ottawa, ON posted October 1, 2021.

About 24-7 Intouch 24-7 Intouch is a global customer care and technology company that provides value-driven, future-forward solutions.

For over 20 years, we have been the people and technology behind the world’s biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.

For more on our culture, follow the link to Our Story
– About the Job The Clinical Quality Assurance Analyst will apply public health science and nursing theory to ensure employees are promoting and protecting the health of populations by monitoring, recording, reviewing, and evaluating customer interactions for accuracy of information, contact handling standards, and adherence to policies and procedures for a temporary 3-month contract.

As Clinical Quality Assurance Analyst, You Will Demonstrate openness to ideas/changes that support quality patient care Act as a resource and role model for employees, colleagues and others Attend client-hosted calibration sessions, and conduct internal calibration meetings with team members to align expectations and quality standards Review and accurately score all cases during calibration sessions Provide focus during team discussions, and speak up regarding scores and share questions/ideas that may help address any concerns Review monthly trend and issues, and analyze results using appropriate tools and techniques Coach employees on quality of service to ensure proper procedures are being followed Complete Quality Assurance and coaching session reports on a weekly basis Attend and participate in partner and internal calibration meetings Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers Perform other duties as assigned Requirements As Clinical Quality Assurance Analyst, You Have Baccalaureate Nursing Degree is required 1-2 years of Quality Assurance experience (preferred) Two years of recent, relevant experience and demonstrated competency in public health, primary care / primary health care, population-level health promotion or community development is required Knowledge in nursing care related to clinical area Responsible for maintaining and providing proof of registration with the College of Registered Nurses of Manitoba (CRNM) Strong verbal and written communication skills, including good spelling and grammar skills Ability to work under time constraints and meet deadlines Intermediate knowledge of MS Excel, MS Word and MS Office Ability to work in a fast-paced, hectic, changing environment Solve problems and offer suggestions in a positive developmental manner Listen attentively and use call information to analyze and score calls to ensure compliance with performance metrics Strong organizational and time management skills Effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds Ability to type 30 wpm minimum with accuracy Ability to make fair and consistent judgments and decisions Ability to multi-task under high-pressure situations Ability to solve problems and offer suggestions in a positive and developmental manner Ability to work a variety of shifts including days, afternoons, evenings and holidays By signing this application, the applicant consents to 24-7 Intouch collecting, using and retaining hisher personal information for purposes relating to the application process and if hired, the employment relationship.

Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.