Type de poste:
Permanent
À la recherche d’une carrière épanouissante qui changera réellement votre vie et celle des autres? Vous êtes au bon endroit.
À titre de partenaire national en solutions de santé, nous plaçons les gens au cœur de tout ce que nous faisons – en commençant par notre équipe de plus de 8 000 employés et employées qui mettent à profit leurs expériences personnelles et professionnelles diversifiées dans le cadre de leur travail à Medavie. Par l’entremise de la collaboration et de l’innovation, notre équipe crée des solutions d’assurance, de soins primaires et de services médicaux d’urgence à l’avant-garde de l’industrie qui viennent en aide à des millions de Canadiens et Canadiennes chaque année.
Notre mission est d’améliorer le bien-être de la population canadienne afin que chaque personne puisse profiter pleinement de la vie, et cela se reflète dans notre culture d’entreprise primée. Nous célébrons l’individualité des membres de notre personnel et accordons de la valeur à la diversité de leurs points de vue et de leurs compétences. C’est pourquoi en plus de vous offrir une rémunération concurrentielle et une gamme complète d’avantages sociaux, nous vous donnons accès à des possibilités de croissance professionnelle et personnelle, à des modalités de travail flexibles, à des expériences enrichissantes, ainsi qu’à un leadership bienveillant. À Medavie, chaque personne peut donner le meilleur d’elle-même, se sentir à sa place et atteindre son plein potentiel. Joignez-vous à nous en postulant un poste dès aujourd’hui.
Position Overview:
We are seeking a detail-oriented, self-motivated professional to join our Nova Scotia Provincial Programs team. This team administers Medical Service Insurance (MSI) on behalf of the Government of Nova Scotia, serving over one million residents. The Quality Assurance Analyst plays a key role in evaluating service delivery across various channels—including calls, correspondence, claims, and internal processes—to ensure compliance with standards and enhance the overall customer experience.
This full-time position (37.5 hours/week) requires availability during core business hours, 8 a.m. to 5 p.m. AST, Monday to Friday.

Key Responsibilities:

• Monitor and assess employee performance and customer interactions for quality and compliance.
• Communicate evaluation results and insights to internal stakeholders and leadership.
• Collaborate with team leads to identify coaching opportunities and recommend improvements.
• Maintain up-to-date knowledge of business processes and customer expectations.
• Review and refine quality assurance procedures to address gaps and enhance effectiveness.
• Support training initiatives and promote best practices in quality assurance.
• Develop documentation, reporting tools, and training materials.
• Ensure adherence to privacy standards and support related training.
• Monitor service level performance and implement mitigation strategies.
• Analyze data trends to identify process improvement opportunities.
• Provide operational support and perform other duties as required.

Qualifications:

• Education: Post-secondary education in business, finance, office administration, or quality assurance.
• Experience: 2–5 years in a relevant role; experience in insurance or government-funded programs is an asset. Familiarity with Medavie systems is beneficial.
• Technical Skills: Proficiency in Microsoft Office (Word, Excel, SharePoint), Adobe/Foxit Phantom PDF; experience with Verint and Cisco Finesse is an asset.
• Language: Strong written and verbal communication skills in English.

Security Clearance:
In conjunction with our contract with the Federal Government, you will be required to have Reliability Status Clearance (Enhanced Level B) through the Public Works and Government Services Canada Department prior to your first day. This includes; Fingerprinting, Criminal Record Check and Credit Check.

• Monitor and assess employee performance and customer interactions for quality and compliance.
• Communicate evaluation results and insights to internal stakeholders and leadership.
• Collaborate with team leads to identify coaching opportunities and recommend improvements.
• Maintain up-to-date knowledge of business processes and customer expectations.
• Review and refine quality assurance procedures to address gaps and enhance effectiveness.
• Support training initiatives and promote best practices in quality assurance.
• Develop documentation, reporting tools, and training materials.
• Ensure adherence to privacy standards and support related training.
• Monitor service level performance and implement mitigation strategies.
• Analyze data trends to identify process improvement opportunities.
• Provide operational support and perform other duties as required