Quality Analyst

at  Sun Life

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You’ll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you’ll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

UNIQUE REQUIREMENTS

• Moderate travel may be required - approximately 1-2 times per year

*THIS ROLE IS A 1-YEAR CONTRACT*

The Quality Analyst is responsible for providing an independent assessment of client interactions within the Client Solutions Centre (CSC) based on a developed Quality Measurement Program for Business Compliance.
The Quality Analyst ensures a focus on quality related issues by reviewing a random selection of calls daily and providing timely actionable monitoring results. The review is conducted to assess the accuracy of information provided to our internal and external clients, and to determine if information delivered is in accordance with outlined Client Solutions Centre call standards, routines, and provincial legislation guidelines.
The Quality Analyst recognizes symptoms/causes and suggests alternate solutions regarding calls on a business level. The Quality Analyst conducts the reviews for two Client Solutions Centre sites (Montreal and Toronto) to provide consistent monitoring methods and reporting. The results of the daily reviews are reported on a daily and monthly basis and are shared with all levels of management. The trends identified are used to improve training programs, provide performance coaching and feedback, and improve our overall level of service.

WHAT WILL YOU DO?

• Evaluate interactions (i.e.: phone calls) for appropriate business knowledge and sales practices
• Meet service levels for quality and productivity within expected timeframes (individual and team)
• Provide constructive feedback through evaluations along with suggestions for improvement
• Identify and track trends in calls to provide actionable recommendations for quality improvements to appropriate areas
• Work in collaboration with the Compliance team to address gaps and training issues via trends and coaching feedback
• Participate in calibration sessions
• Keep up to date on operational processes and knowledge
• Provide subject matter expertise (SME) input into CSC process related inquiries and the application of Quality Development methodologies and principles
• Function as a SME on business partner-driven or Quality-driven projects
• Provide post-training and coaching support to sales staff
• Participate in task forces to ensure the implementation of new guidelines or expectations
• Handle various ad hoc call audits