About Us

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.  

Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX. 

Winner of Comparably’s Award for Best Global Culture in 2024, 2023, 2022 and 2021  

Gold Stevie Award Winner for Great Employers in 2024 and 2022 

We foster an exciting culture of creativity, connection, and commitment 

Read more about our culture: Foundever® Stories.

 This role may involve the use of approved artificial intelligence (AI) tools to support day-to-day tasks, improve efficiency, and enhance decision-making. Examples may include automated workflows, data-supported recommendations, drafting or summarization tools, or candidate/employee interaction tools (as applicable to the role). 

Summary of Responsibilities

The primary responsibility of the Non-Clinical Quality Analyst is to ensure the highest standards of quality, compliance and patience experience in all interactions. This includes monitoring adherence to processes and policies and using standardized audits to identify opportunities for improvement and maintain compliance with quality standards. This opportunity represents an existing vacancy supporting current business operations. 

Primary Job Responsibilities

• Oversees quality assurance, performance monitoring, and continuous improvement for the 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.
• Collecting, reconciling, reporting, and analyzing monthly virtual care program Quality Incidents, and sharing with Senior Leadership
• To support excellence in patient experience by auditing a minimum of two indirect calls for each active agent in the Intake Navigation and Tobacco cessation queues per month.
• To ensure non-clinical Coach competence by auditing 2 calls Coach per month (as appropriate)
• Notifying applicable Coach group of unusual and high-risk incidents immediately upon completion of scan and work in conjunction to follow CI and SE process including creating action plans.
• Participate in and lead non-clinical portions of monthly Performance Empowerment meetings with operations teams to review; employee performance relative to departmental and operational metrics, achievements and areas of opportunity including variances in performance and trend identification; quality scan results, caller satisfaction and complaint data; support the development of action plans to optimize individual and team performance.
• Facilitating monthly open coaching sessions for agents (INs), focused on targeted development themes.
• Assist to coordinate, participate in and lead non-clinical portions of quarterly calibration sessions with Coaching and leadership teams to ensure consistency, uphold patient safety, maintain process alignment, and drive excellence in the patient experience
• Create educational materials for staff to support ongoing development and reinforcement of process (DYKs, boosters, monthly newsletter)
• Supporting education, training and RTWs as assigned
• To ensure that agents are updated, understanding, and implementing new processes and services launched
• Facilitating monthly open coaching sessions for agents across each team, focused on targeted development themes.
• Analyzing data to identify trends, inform decisions, and drive improvements in processes and overall experience
• To strive for continual improvement of the existing quality monitoring systems and the processes by which they are developed.
• Support the identification, development and implementation of innovative ideas to enhance overall performance, efficiency, and effectiveness.
• Testing new process pathways in CRMs as required
• Supporting education, training and RTWs as assigned
• Participating on special projects, initiatives, and other duties as assigned
• Support non-clinical operations including but not limited to taking frontline Telehealth calls, acting resource and client contact as operationally necessary
• Adhere to all ethics, compliance, and information security policies.
• Safeguard company assets, systems, and confidential information per company policy.
• Promptly report any 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. 
• You will be working with French and English speakers.
• Fluent in both French and English
• French Written/Oral skills

Position Qualifications

• Minimum 2 years experience in a quality, operations, or customer support role
• Exposure to quality monitoring, audits, or performance metrics is an asset
• Leadership experience or experience supporting a team is an asset
• Experience working in a virtual call centre or remote environment is an asset
• Bilingual (English/French)
• Post-secondary education in a related field is an asset but not required
• Familiarity with, or willingness to learn, NICE applications (e.g., IEX, Engage)
• Basic proficiency in Microsoft Office Suite (O365)
• Exposure to, or ability to quickly learn, reporting tools (e.g., CXAIR)
• Experience in using CRMs and virtual applications used for quality monitoring and workflows
• Ability to collect and review data from multiple sources to identify basic patterns and trends
• Ability to interpret data and support the development of insights for decision-making and improvement initiatives
• Understanding of quality audits familiarity of how to evaluate performance against standards
• Ability to support the preparation of quality and performance reports
• Ability to collaborate effectively and communicate with team members and stakeholders
• Ability to assist in reviewing and investigating customer complaints and quality issues
• Ability to develop and support action plans aimed at improving 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 38000 per year; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience.    

Pre-employment Requirements: 

Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.   

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 and 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.