Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Tailor your resume to this Workforce Management and Quality Assurance Specialist role.
Rezi rewrites your resume against Redion's job description. Free.
Tailor your resume to this Workforce Management and Quality Assurance Specialist role.
Rezi rewrites your resume against Redion's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the Workforce Management and Quality Assurance Specialist posting at Redion — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the Workforce Management and Quality Assurance Specialist posting at Redion — free, in seconds.
About the Role
Support operational performance across contact centre, claims, and assistance operations. This role is responsible for workforce planning, scheduling, real-time performance management, quality monitoring, reporting, and continuous improvement initiatives to ensure exceptional customer service and operational excellence.
Responsibilities
- Develop forecasts, staffing plans, and schedules to support service level and operational objectives.
- Monitor real-time performance and implement staffing adjustments to optimize customer experience and productivity.
- Development and administration of quality program.
- Conduct quality reviews of customer interactions, claims, and assistance activities to ensure compliance and service excellence.
- Analyze workforce and quality metrics, identify trends, and provide recommendations for improvement.
- Provide training on quality-derived themes and opportunities.
- Partner with leadership to deliver coaching, calibration, and performance improvement initiatives.
- Support reporting, workforce technology, process improvement, and business continuity activities.
- Maintain knowledge of operational goals and targets.
Requirements
- 3+ years of workforce management experience in a contact centre environment.
- Experience in quality assurance, claims, customer service, or assistance operations.
- Strong forecasting, scheduling, analytical, and problem-solving skills.
- Advanced proficiency in Microsoft Excel.
- Experience with workforce management systems and Power BI is preferred.
- Excellent communication, stakeholder management, and coaching abilities.
- Experience in travel insurance, claims administration, or assistance services is an asset.
- Bilingual English/French is an asset.
Skills
- Analytical Thinking
- Workforce Planning
- Quality Focus
- Customer Service Excellence
- Continuous Improvement
- Communication & Coaching
- Collaboration
- Compliance & Risk Awareness
- Adaptability
Location
- Toronto
Work Type
- Hybrid
- Full-time
Experience Level
- 3+ years
About the Company
- We are the world’s premier care partner, providing the world’s leading institutions and their customers and employees with insurance, assistance and prevention services that free them to make the most of every moment.
- Our roots in assistance, and long history in insurance, have shaped a culture of care and innovation that sets us apart.
- Unlike major insurers, we are a fast-paced, agile and growing organization.
- We empower our people at all levels to act with confidence and authenticity.
- We believe it helps them take initiative, make quicker decisions, and build real, enduring relationships and effective solutions.
- We keep our structure streamlined and deploy industry-leading technology so our people can act faster, and with greater agility, to help our customers.
- Care is at the heart of who we are and extends far beyond just our customers.
- We are one, international team — shaped and enhanced by the many cultures and perspectives we represent.
- We are committed to ensuring everyone that works with us feels valued and equipped to flourish.
- And we also care for our planet: taking pride in our industry-leading initiatives towards building a sustainable business.
Equal Opportunity
- Redion supports all accommodation requests from applicants with disabilities; please contact Human Resources at careers@redion.com if any accommodation is required.
- We welcome candidates from all backgrounds and are dedicated to creating an inclusive environment where everyone can thrive.
- Artificial Intelligence (AI) Usage Disclosure: Please note that our recruitment process may involve the use of artificial intelligence (AI) or automated tools to assist in screening, assessing, and selecting applicants. These technologies are used to enhance efficiency, ensure consistency, and support fair decision-making. All AI-assisted evaluations are conducted in accordance with applicable privacy and employment regulations.