QUALITY REVIEW ANALYST - Jobs in Toronto, ON

Job Description

Join our dynamic team where you will use your analytical skills to ensure operations meet effective quality assurance and performance measures within the Learning and Performance Support Unit.OPS Commitment to Diversity, Inclusion, Accessibility, and Anti-Racism:We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.We invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities and expressions.Visit the OPS Anti-Racism Policy and the OPS Diversity and Inclusion Blueprint pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service.We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontarios Human Rights Code. Refer to the "How to apply" section if you require a disability-related accommodation.What can I expect to do in this roleIn this role, you will:

• Work as part of a team involved in administering the quality review program at the Family Responsibility Office (FRO) for the Ministry of Children, Community and Social Services.
• Deliver consistent quality reviews to ensure adherence to required standards, as defined by policies and procedures in all areas of program operations.
• Conduct quality review activities which involve developing assessment tools, administering quality reviews, and developing data collection methods based on the established quality standards.
• Analyse, review data, identify trends, communicate findings to the operational leaders and make recommendations for improvement.
• Participate in all quality assurance program activities and continuous improvement activities, internal/external committees and working groups to support audits and special projects.

How do I qualifyAnalytical Skills:

• You have well developed analytical and problem-solving skills to assess information, identify trends, anomalies and problem areas.
• You have experience working with key performance indicators and can apply and evaluate the results of metrics that measure process efficiency and effectiveness.
• You have demonstrated numerical skills and understanding of data analysis/statistical methods to analyse performance.
• You have attention to detail.
• You can conduct research and develop programs to monitor quality analysis .
• You can interpret information from multiple sources to articulate and identify issues including errors, anomalies and non-compliance.

Communication and Interpersonal Skills:

• You can build and maintain effective working relationships with staff and clients.
• You have well developed communication skills to write Family Responsibility Office wide communication messages. To write technical reports, briefing notes, articles and oral presentations to various sized groups.
• You have well developed verbal communications skills to support collaboration with stakeholders, clients and colleagues.

You have tact, diplomacy and consensus-building skills to share information with stakeholders, provide evidencedSpecialized Knowledge and Experience:

• You have knowledge of the Ontario Public Service (OPS) Customer Quality Service Standards

to ensure that customer service staff meet applicable standards.

• You understand Contact Centre processes.
• You have experience working in a Contact Centre environment.
• You have knowledge of Quality Assurance as it relates to customer service delivery processes.

Project Management and Computer Skills:

• You have experience applying project management techniques and methodology to manage projects.
• You can review project plans, estimate workloads and monitor project progress against milestones.
• You have proficiency with computer software applications and conduct Internet searches, research, extract and analyze data, and generate information.
• You have strong working knowledge of Microsoft Excel and other data analysis tools such as Power BI.
• You have experience manipulating data and presenting data/information in visually appealing way for leadership consumption.
• You are able to acquire knowledge regarding new software tools and apply learned skills.

Government Policy:

• You have knowledge of Ministry practices, procedures, guidelines and standards as it relates to client service.
• You can interpret and apply relevant legislation, policy and procedural processes specifically the Family Responsibility and Support Arrears Enforcement Act (FRSAEA) and the Freedom of Information and Protection of Privacy Act (FIPPA) to conduct file analyses, assess the implications of identified audit issues and provide recommendations for corrective action.

Additional Information:Address:

• 1 Temporary, duration up to 9 months, 125 Sir William Hearst Ave, Toronto, Toronto Region, Criminal Record Check

Compensation Group: Association of Management, Administrative and Professional Crown Employees of OntarioUnderstanding the job ad - definitionsSchedule: 6Category: Policy and AnalysisPosted on: Wednesday, July 20, 2022Note:

• In accordance with the Ontario Public Service (OPS), Employment Screening Checks Policy (ESCP), the top candidate(s) may be required to undergo a security screening check. Refer to the above to determine the screening checks that are required for this position.Required security screening checks along with your written consent, will be sent to the Transition and Security Office (TSO), Talent Development Branch, Talent and Leadership Division to evaluate the results. If applicable, the TSO, with your written consent, will request and obtain any additional employment screening checks that were not obtained directly by you.A record under the Criminal Code and/or other federal offence record(s) does not automatically mean you will be ineligible for the position. The employment screening check(s) will only be reviewed and evaluated by the TSO for the purpose of making a security clearance decision. The details of an individuals employment screening check(s) will be considered in specific relation to the duties and responsibilities of the position being filled. Employment screening check records will be maintained by the TSO and kept strictly confidential.
• Less qualified applicants may be considered on an underfill basis.
• The information that you provide for the purpose of this competition and the results from this competition may be used to fill other positions. These positions may be of various tenures including short-term assignments. Your information and the results from this competition will be retained for the purpose of filling vacancies in accordance with the applicable collective agreement or policy provisions.
• W-SS-183421/22

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