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Investigator - Jobs in Mississauga, ON

Stealth Monitoring
Job LocationMississauga, ON
EducationNot Mentioned
SalaryNot Disclosed
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeFull Time

Job Description

Position Summary:Stealth Monitoring offers exciting in-office positions allowing us to provide exceptional remote services to our customers. Our Investigators are responsible for ensuring that the Operations meets the established standards of quality including reliability, usability and performance. They also ensure the accuracy of information and quality of delivery by monitoring telephone calls, monitoring call outs, and recommending improvements.Duties & Responsibilities:Problem Identification and Analysis

  • Investigates missed incidents and customer (internal/external) complaints;
  • Identify root cause, risks, trends, patterns, threats, and operational challenges to be communicated to Monitoring Center Manager.
  • Analysis to strategic plans and reviews in the Surveillance processes;
  • Formulate recommendations to prevent further deviation from the standard process and/or promote continuous improvement of processes. Recommendations are to be communicated to Monitoring Center Manager.
Performance Monitoring
  • Achieves quality assurance of operational objectives by contributing information and analysis to strategic plans and reviews;
  • Preparing and completing reports on trends, patterns, threats, and analysis on productivity; quality, and customer-service standards;
  • Operations Audits to establish alignment of Operational standards and recommend improvements
Overall Communication
  • Provide timely feedback and Performance Management data to Monitoring Center Manager, Supervisors, Team Leads, and Video Surveillance Operators to correct and prevent further deviation from the standard processes.
  • Collaborate and recommend with the Training Specialist and Monitoring Center Manager to develop instructional materials for training courses and executing training plans;
  • Communicate process updates to the Monitoring Center
  • Ability to coach and train Monitoring Center staff effectively and efficiently
Ad Hoc
  • Perform other duties as assigned
  • Ability to provide support to operations
  • Ability to execute Team Lead & Supervisor roles as needed by Operations.
Qualifications:
  • Graduate of any 4-year course
  • Minimum of 5 years experience in a Quality Assurance role
  • Lean Six Sigma certification is an advantage
Core Competencies
  • Good working knowledge of MS office software
  • Excellent computer skills
  • Highly detail-oriented to ensure that all work performed by staff is of the highest quality and meets all internal and external policy and procedural requirements
  • Excellent communication (oral and written) skills
  • Ability to manage multiple priorities
  • Strong time management and organizational skills
  • Strong interpersonal skills, self-confidence, leadership capabilities
  • The ability to communicate in a clear, simple, constructive and effective fashion
  • A strong customer-oriented approach
  • Good decision-making and problem-solving skills in a changing environment
  • Proven ability to coach, train and motivate for performance
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