Bilingual Quality Analyst

Bilingual Quality Analyst - Remote Canada ASG

Remote, Any Province, Canada

Job Description

Foundever® is a global leader in the customer experience (CX) industry, supporting more than 9 million customer conversations daily in over 60 languages across 45 countries. We provide CX solutions, technology, and expertise to help our clients deliver seamless experiences.

Summary of Responsibilities

The primary responsibility of the Non‑Clinical Quality Analyst is to ensure the highest standards of quality, compliance, and patient experience in all interactions. This includes monitoring adherence to processes and policies and conducting standardized audits to identify opportunities for improvement.

Primary Job Responsibilities

• Oversee quality assurance, performance monitoring, and continuous improvement for virtual care, 811 Intake Navigation, and Tobacco Cessation programs.
• Plan, coordinate, and conduct operational audits within the virtual care program; review performance data and investigate service‑related concerns; collaborate with the lead NP to address quality issues and complaints, ensuring accurate documentation, outcome validation and support for billing accuracy.
• Collect, reconcile, report, and analyze monthly virtual care program quality incidents; share findings with senior leadership.
• Audit a minimum of two indirect calls for each active agent in the Intake Navigation and Tobacco cessation queues per month to support excellence in patient experience.
• Audit two calls per month for non‑clinical coaches to ensure competence.
• Notify the coach group of unusual and high‑risk incidents immediately and work with CI & SE processes to create action plans.
• Lead and participate in non‑clinical portions of monthly Performance Empowerment meetings to review employee performance relative to departmental metrics and quality scan results.
• Facilitate monthly open coaching sessions for agents focused on targeted development themes.
• Coordinate and lead non‑clinical portions of quarterly calibration sessions with coaching and leadership teams.
• Create educational materials for staff to support ongoing development and reinforcement of processes.
• Support education, training and RTWs as assigned.
• Ensure agents are updated, understand, and implement new processes and services launched.
• Analyze data to identify trends, inform decisions and drive process improvements.
• Strive for continual improvement of existing quality monitoring systems.
• Support the development and implementation of innovative ideas to enhance performance, efficiency, and effectiveness.
• Test new process pathways in CRMs as required.
• Participate on special projects, initiatives, and other duties as assigned.
• Support non‑clinical operations including front‑line telehealth calls and operational resource contact as needed.
• Adhere to all ethics, compliance, and information security policies.
• Safeguard company assets, systems, and confidential information per company policy.
• Report suspected ethics violations, security incidents, or data breaches in line with company policy.
• Handle personal, client, and business data in compliance with contracts, internal policies, and legal requirements.
• Perform additional duties assigned by leadership.
• Work with French and English speakers; fluent in both languages.

Position Qualifications

• Minimum 2 years of experience in a quality, operations, or customer support role.
• Exposure to quality monitoring, audits, or performance metrics.
• Leadership experience or experience supporting a team.
• Experience in a virtual call centre or remote environment.
• Bilingual (English/French).
• Post‑secondary education in a related field (asset but not required).
• Familiarity with or willingness to learn NICE applications (e.g., IEX, Engage).
• Basic proficiency in Microsoft Office Suite (O365).
• Experience with reporting tools (e.g., CXAIR) or willingness to learn.
• Experience with CRMs and virtual applications used for quality monitoring and workflows.
• Ability to collect and review data from multiple sources to identify patterns and trends.
• Ability to interpret data and support the development of insights for decision‑making and improvement initiatives.
• Understanding of quality audit processes and how to evaluate performance against standards.
• Ability to support preparation of quality and performance reports.
• Strong communication and collaboration skills with team members and stakeholders.
• Ability to investigate customer complaints and quality issues.
• Ability to develop and support action plans to improve individual and team performance.
• Interest in continuous improvement and process enhancement initiatives.
• Ability to support testing and validation of new workflows and system processes.
• Strong organizational skills with the ability to manage time and prioritize tasks.

Salary Range

The starting pay range for this position is CAD 38,000 per year; base pay offered may vary based on location, experience, and qualifications.

Pre‑employment Requirements

Offers of employment are conditional and require completion and passage of a criminal background check covering all criminal activity in every residence area for the last seven years.

Equal Employment Opportunity

Foundever® is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity, or expression, or any other basis protected by federal, state, or local law. The Company forbids discrimination of all kinds, whether directed at associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.