Improvement Catalyst

Ensure Consistent Customer Experience through Ongoing Improvement

This role focuses on achieving consistency in business processes, policies, procedures, metrics, and resources to support excellence and ongoing improvement in customer service, customer experience, and quality decision making.

As a Continuous Improvement Coordinator, you will contribute to the development and refinement of our QA approach, manage data and administrative decisions, integrate customer satisfaction and feedback into business improvement strategies, and facilitate coaching and guidance to leaders and team members.

You will also identify trends, patterns, and changes in market conditions to inform ongoing professional development, collaborate on broader learning and development strategies, and assist with stakeholder surveys, analysis, reporting, and communication of results.

• Contribute to the ongoing development and refinement of EWOQ's QA approach
• Manage and review the quality and consistency of data, case management, and administrative decisions, integrating elements of customer satisfaction and feedback into business improvement and existing performance development strategies
• Manage the continuing process of monthly data checking and case audits and the provision of feedback to leaders for the purposes of coaching of their individual team members
• Contribute to the development of strategies to improve quality of decision making and the customer and scheme participant experience
• Deliver ongoing coaching and guidance to leaders and team members to ensure their development is supported through the quality management process
• Facilitate data checking and exception reporting to ensure data integrity including analysis of results
• Identify trends, patterns, and changes in market conditions to inform ongoing professional development and collaborate on broader learning and development strategies
• Assist with the coordination of stakeholder surveys, analysis, reporting, and communication of results
• Review and follow up of customer feedback and surveys to identify areas for customer improvement
• Coordinate the development of and maintenance of good practice procedures, processes, and guidelines to support our overarching policy framework and ensure excellence in decision making and service delivery

Background in dispute resolution and customer service, passion for ensuring consistently great customer experience, and desire to work in a public service role are required. Additionally, ability to analyze results, identify trends, and develop strategies to improve quality of decision making and customer experience is necessary.

Not Applicable

Temporary

Quality Assurance