Quality Monitoring Supervisor

at  LifeWorks

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.
The Quality Monitoring Supervisor oversees the selection, onboarding, and supervision of all Quality Monitoring Associates (QMA). This role involves regular coaching and development of team members. The Supervisor is also responsible for assessing, reporting, and sharing quality metrics. Using these metrics, the Supervisor provides recommendations to align with business objectives and enhance the client experience. Collaborating with key stakeholders and other departments is a core part of this role.

Team Leadership:

• Supervise Quality Monitoring Associates in Canada, US, India, and other regions as we expand;
• Set objectives, coach, mentor, and manage team performance;
• Implement initiatives to boost employee engagement;
• Assess staffing needs and support recruitment, onboarding, and training;
• Provide regular performance feedback and conduct monthly and annual reviews;
• Lead the team to achieve quality-driven, efficient, and measurable outcomes.

Quality Analysis:

• Break down complex issues and uncover root causes;
• Analyze data to recognize trends, understand impacts, and report findings;
• Implement programs from Senior Manager and Director;
• Act as Subject Matter Expert in projects and meetings;
• Lead technological integrations to improve auditing efficiency;
• Develop and implement training and quality monitoring standards with Senior Manager.

Operational Coordination:

• Assess and prioritize monitoring and audit requests (e.g., escalations, complaints);
• Participate in regular department meetings, including recruitment, QAR, and calibration meetings.

Administrative Tasks:

• Approve and track payroll, sick leave, vacation, and lieu time.
• Manage staff schedules;
• Maintain employee survey feedback and performance records;
• Stay updated on industry tools and applications;
• Engage with potential vendors.

Qualifications:

• Strong interpersonal, written, and oral communication skills (Bilingual in English and French is preferred);
• Excellent time management, organizational, and planning skills;
• Proven leadership, problem-solving, and decision-making abilities;
• Collaborative mindset with the ability to involve and motivate others;
• Experience in mentoring a high-performance team;
• Proven success in leading technology enhancements.

A bit about us
We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.
TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process.
Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.
The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.
Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.
By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process

• Approve and track payroll, sick leave, vacation, and lieu time.
• Manage staff schedules;
• Maintain employee survey feedback and performance records;
• Stay updated on industry tools and applications;
• Engage with potential vendors