JOB ID 31197: Customer Service Quality Assurance Analyst

Hamilton Insurance Group, Ltd.; Hamilton; On-site; CAD 65,000 - 85,000; Full time

Job summary

A leading city organization is seeking a Customer Service Quality Assurance Analyst. The role involves evaluating customer interactions, enhancing service quality through strategic leadership in policy development, and working closely with management to drive operational efficiencies. Candidates should have a degree in a relevant field and demonstrate strong analytical skills, with experience in performance measurement and customer service environments. This position offers a dynamic work environment with opportunities for professional growth.

Qualifications

• Proven ability to develop quality assurance strategies and reporting methodologies for customer interactions.
• Extensive experience in business process reviews and operational efficiencies.
• Strong verbal, written, and interpersonal skills.

Responsibilities

• Monitor and assess customer interactions for compliance with service policies.
• Oversee Call Quality Program and conduct workforce planning for staffing levels.
• Support continuous improvement initiatives and manage special projects.

Skills

Data analysis

Quality Assurance

Customer service improvement

Staff training

Education

University degree in business, commerce, data analytics

Tools

Microsoft D365

PeopleSoft

Statistical analysis tools

Job description

Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason

• Job ID #31197: Customer Service Quality Assurance Analyst
• Union: Non Union
• Job Description ID #: 7837
• Close date: Interested applicants please submit your application online at www.hamilton.ca/city-council/jobs-city by 4:00 p.m. on July 23 2025
• Internal applicants should apply with your work e-mail address. External applicantsare considered only after the internal posting process has been completed. Only applicants chosen for an interview will be contacted.

SUMMARY OF DUTIES

Reporting to the Manager, Customer Contact Centre, the Customer Service Quality Assurance Analyst provides strategic leadership in evaluating and improving customer interactions. This position focuses on policy development and business process reviews, operational efficiency, quality assurance for continuous improvement initiatives to enhance customer service operations and financial integration efforts.

The role oversees call quality management, workforce planning, policy and business reviews, and performance reporting while ensuring monitoring for compliance with corporate policies and privacy regulations. The Customer Service Quality Assurance Analyst contributes to optimizing efficiency, elevating service standards, and supporting strategic decision-making through data-driven analysis in collaboration with Manager and senior leadership to achieve corporate goals.

GENERAL DUTIES

Monitor and assess customer interactions to ensure compliance with service policies and quality standards.

Oversee the Call Quality Program, reviewing calls and identifying areas of excellence and improvement.

Conduct workforce planning, including staffing level analysis and position descriptions.

Develop and implement performance reporting frameworks to track operational efficiency.

Review and update policies and procedures, ensuring alignment with corporate guidelines. Responsible for assessing and optimizing operational strategies.

Analyze call volumes and provide recommendations for staffing levels. Expanding analysis to other service channels handled by the Customer Contact Centre (email, other case management etc.) as required.

Support the Manager on escalations, call investigations and technical assessments. Expanding analysis to other service channels handled by the Customer Contact Centre (email, other case management etc.) as required.

Conduct periodic quality assurance checks/audits to ensure compliance with privacy regulations and recommend process enhancements. Provide support for customer service investigations and provide performance improvement recommendations to the Manager.

Manage and implement special projects, such as application testing and service rollouts.

Provide oversight for sectional dashboards and intranet content management.

Assist with budget monitoring and recommend staffing or service adjustments based on operational needs.

Support continuous improvement initiatives, including action plan development and implementation.

Coordinate call management activities and stakeholder engagement in consultation with the Manager.

Assist with recruitment and performance management processes to ensure compliance with policies and expectations. Support or act on Manager behalf in recruitment and performance operational decisions.

Support the Customer Contact Centre leadership team in their goals and objectives to achieve positive results in quality management, performance metrics and team KPIs.

Works in accordance with the provisions of applicable health and safety legislation and all City of Hamilton and CHH corporate and departmental policies and procedures related to occupational health and safety.

Performs other duties as assigned which are directly related to the responsibilities of the position.

QUALIFICATIONS

1. A university degree in business, commerce, data analytics, or a related field, with expertise in performance measurement, budgeting, and financial analysis or an equivalent combination of education and related experience.
2. Proven ability to develop Quality Assurance strategies, reporting methodologies, and analyze customer interactions for improvement opportunities.
3. Extensive experience in business process reviews, including technology implementation, operational efficiencies, and data-driven decision-making.
4. Strong ability to collect, assess, and interpret large data sets using tools like PeopleSoft, Microsoft D365, and quality management software.
5. Knowledge of municipal financial planning, compliance policies, and customer contact centre service operations is preferred.
6. Demonstrated ability to manage multiple initiatives, conduct cost-benefit analyses, and support financial planning.
7. Strong verbal, written, and interpersonal skills with experience in training, coaching, and staff development.
8. Practical understanding of privacy policies, corporate regulations, and structured Quality Assurance assessments. Knowledge of audit procedures.
9. Experience supporting continuous improvement strategies, benchmarking service delivery, and enhancing customer experiences through strategic action.
10. Proficiency in Microsoft applications, statistical analysis tools, and financial modeling techniques.
11. Ability to analyze market conditions and emerging trends affecting customer service quality in the municipal sector.
12. Capability to manage confidential matters, including internal process reviews and strategic planning.
13. Strong attention to detail, accuracy in reporting, and ability to present findings to stakeholders.
14. Knowledge of Occupational Health and Safety legislation and corporate compliance standards.
15. Experience in understanding the unionized environment and compliance with collective agreements, ESA and other corporate policies and practices.

NOTE:

At time, hours may vary outside of regular business, depending on operational need. Holiday or weekends, as necessary.

Supporting Customer Contact Centre locations – some travel between primary and secondary sites may be applicable.

Disclaimer:

Be advised that Human Resources frequently audits resumes of internal/external applicants to ensure/validate information provided is consistent and trustworthy.Falsification of information provided at any time throughout the recruitment process may be grounds for disqualification, and for internal applicants, subject to discipline up to and including termination.

Terms:

The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.