Quality Assurance Representative – Individual Products

Details

Location Name
Alberta Blue Cross - Edmonton
Edmonton, Alberta, CA
Date Posted Oct 18, 2019
Profession Quality Assurance
Career Level(s) Entry Level
Job Type(s) Permanent, Full Time
Education Level(s) Not Specified
Job ID job-9659

Position Summary

FUNCTION:

Alberta Blue Cross Individual Products is currently seeking and enthusiastic individual to join our growing Quality Assurance Department. The Quality Assurance Representative role will focus on promoting positive customer experiences and relationship building with Individual Products customers. The role will consist of quality assurance for each of the Individual Products call centres. In the future, this position may offer the flexibility of working from home.

DUTIES AND RESPONSIBILITIES:

  • Quality assurance of incoming and outgoing Individual Products calls
  • Assess calls for a positive customer experience, accuracy and conformance to privacy standards
  • Ensure consistency within Individual Products and ensure set policies and procedures for each department are followed
  • Provide written feedback to the IP Management Team for delivery to each representative
  • Identify and report trends to IP Management Team
  • Develop and maintain quality assurance material and score cards.
  • Identify any staff that may require additional training or development
  • Assist with preparation of monthly and yearly stats for quality assurance
  • Builds and maintains effective working relationships with internal/external customers and coworkers.
  • Preparation and presentation of new Quality Assurance processes to all teams on an ongoing basis

SKILLS AND KNOWLEDGE:

  • Exceptional listening, verbal and written communication skills.
  • Demonstrated commitment to customer service excellence.
  • A high degree of accuracy and attention to detail.
  • Self-directed with a strong sense of accountability.
  • Strong computing skills including proficiency with Microsoft Office (word, excel and outlook).
  • Ability to complete work within specified deadlines
  • Demonstrates excellent problem-solving abilities.
  • Demonstrates ability to learn business applications from both operational and technical perspectives.
  • Strong organizational skills.
  • Must have a positive attitude and be a strong team player.
  • Ability to learn quickly and work independently when needed.

Alberta Blue Cross offers a competitive salary and benefits package and the opportunity to work in a challenging team-oriented environment.  This position will remain open until a suitable candidate is selected.  If you have the qualifications we are looking for, please submit your resume and to www.ab.bluecross.ca.


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