Quality Assurance Advisor

The Cahill Group; San Juan de Terranova; Hybrid; CAD 47,000 - 57,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Canadian Cancer Society is seeking a Transportation Specialist to support Wheels of Hope by assisting clients with travel and financial needs, maintaining data accuracy, and coordinating with staff and volunteers nationwide.

The role requires experience in a contact-center or client-focused setting, strong empathy, and bilingual capabilities (French/English). Hybrid work arrangements are available, with a focus on exceptional service delivery.

Qualifications

• Post-secondary education and a minimum of 2 years in a client-focused environment.
• Ability to manage competing priorities in a high-volume setting and meet deadlines.
• Excellent interpersonal, organizational and customer service skills.
• Empathetic and able to respond to highly emotional situations.
• Bilingual French/English is highly preferred for nationwide operations.

Responsibilities

• Provide service to clients and healthcare providers seeking travel or financial support.
• Evaluate services and complete registration, collect fees and perform compassionate assessments when needed.
• Input client and appointment data into transportation software accurately.
• Maintain up-to-date client transportation data and confidentiality.
• Coordinate financial transactions and volunteer billing in line with policies.
• Assess trip requests and produce efficient schedules to minimize unprovided trips.
• Keep volunteer information current and confirm availability regularly.
• Handle operational issues like delays, re-assignments and complaints.
• Suggest process improvements for Wheels of Hope programs.

Skills

Customer service

Active listening

Empathy

Telephone support

Bilingual (French/English)

Education

Post-secondary education

Tools

Transportation software

Database applications

Job description

Job Title: Transportation Specialist

Vacancies: This posting is for (1) current vacancy

Location: Toronto, ON | Halifax, NS | St. John's, NL | Montreal, QC (Detailed office location information can be found by visiting this link: https://cancer.ca/en/contact-us)

Work Model: Hybrid Work Model

Salary Band: 4 ($52,000 CAD)

HELP SHAPE THE FUTURE OF CANCER CARE IN CANADA

The Canadian Cancer Society works tirelessly to save lives, improve lives and drive collective action against cancer. Together with patients, volunteers, donors and communities across the country, we raise funds to invest in transformative cancer research, we provide a caring support system for everyone affected by cancer and we advocate to governments to create a healthier future for all. It takes a society to take on cancer – and the Canadian Cancer Society is leading the way

MAKING AN IMPACT

The Canadian Cancer Society Wheels of Hope Transportation programs provide travel support to those across the country who require help reaching their cancer-related appointments. As a Transportation Specialist, you bring expertise in working with a diverse population from a contact center environment. Your background in community services, client support, evaluation and volunteer relationships will lead to success. While ensuring compliance with established program processes, the Transportation Specialist will support the Wheels of Hope Transportation Program to deliver exceptional customer service to both internal and external stakeholders. This position will work as part of a team supporting staff and volunteers based in multiple locations across the country.

WHAT YOU’LL BE DOING:

• Provide exceptional service to clients and healthcare providers looking for travel or financial support to offset travel costs
• Evaluate the most appropriate services for clients and complete all program registration services including information gathering, acceptance, fee collection and, when required, compassionate assessments
• While maintaining a welcoming environment for clients on the phone, input accurate client, and if required appointment data, into the transportation software
• Ensure all client and caregiver transportation data continues to be current and complete
• Facilitate financial transactions including both registrations and volunteer billing ensuring all privacy and financial policies are strictly monitored and adhered to
• For the driving program evaluate, accept, or decline all trip requests
• Produce efficient and effective schedules, minimizing the number of trips not provided
• Ensure volunteer information is up to date and availability is confirmed on a regular basis
• Respond to various operational issues including re-assignments, delays, cancellations, and complaints
• Seek continuous improvement for all processes pertaining to our three Wheels of Hope programs
• Maintain and communicate current information about treatment facilities in order to support a positive experience for clients
• Ensure client confidentiality
• Highlight for clients, caregivers and health providers other services available including but not limited to the Cancer Information Healthline, CancerConnection, and the Community Services Locator
• Ensure awareness of and referral to CCS Story-Centre to highlight appropriate client or volunteer experiences
• Work in compliance with the provisions of the Occupational Health & Safety Act and its regulations
• Contribute to our culture of diversity, inclusion, belonging and equity (DIBE) by ensuring that all staff feel represented, valued, and heard across all aspects of their identity, including gender, age, religion, ethnicity, nationality, race, and sexuality.
• Other duties as assigned

QUALIFICATIONS

• Post-secondary education and a minimum of 2-years related experience in a client focused/fast-paced environment, or the equivalent combination of education and experience
• Ability to deal with competing priorities, high volume of work, and tight deadlines.
• Highly skilled at telephone-based interactions focusing on active-listening and not visual cues to help guide the call to a successful conclusion
• Must be empathetic, compassionate, a good listener and be comfortable responding to highly emotional situations
• Excellent interpersonal, organizational and customer service skills
• Ability to maintain confidentiality, exhibit discretion where appropriate
• Proficient in database applications
• Advanced geographic knowledge
• Knowledge of the regional hospital systems is an asset
• Bilingualism (French/English) is highly preferred, with French being an asset due to the organization’s nationwide operations and the need for effective communication across various regions.
• Others may apply

* For roles based in Quebec, French is required. Knowledge of another language may be required depending on job responsibilities and business needs.

WHAT YOU CAN EXPECT FROM US

CCS provides impactful opportunities to transform the lives of Canadians affected by cancer. We are devoted to creating an inclusive workplace that celebrates diverse experiences and skills, encouraging all qualified candidates to join us. Our inspiring culture is rooted in our core values and commitment to meaningful change:

COURAGEOUS UNITED CARING RIGOROUS

We offer a competitive salary, excellent benefits, including paid parental leave, family sick time, and health insurance—and a fulfilling work environment where your efforts make a meaningful impact daily.

COME AS YOU ARE

At CCS, we celebrate individuality and the strength of diversity. We are committed to fostering an inclusive and equitable workplace that empowers everyone. We encourage applications from all qualified candidates, including those from equity-deserving groups such as BIPOC, 2SLGBTQI+ communities, individuals with disabilities, veterans, and others who contribute to the richness of our organization. Together, we unite Canadians to shape the future of cancer care.

OTHER INFORMATION

CCS is dedicated to employment equity and encourages applications from all qualified candidates. In accordance with the local provincial Accessibility Act, accommodation will be provided as requested throughout the recruitment process. We want to make the interview process a great experience for you!

Please note that in keeping with the mandate of CCS to model and promote healthy lifestyles, employees are not permitted to smoke in or about CCS premises or while carrying out CCS business.

Privacy Disclosure

We collect your personal information through forms, by phone or in person to evaluate your candidacy for the role(s) you have applied for, to contact you regarding your candidacy, and to generate anonymized recruitment-related reports. If selected for a position at CCS the information provided will be used for the purposes of pre-employment checks and added to your employee file. We may share your personal information with third parties, including recruitment consultants, within or outside your province or territory or outside Canada to carry out the purposes identified above, or as required by law. We may contact you by mail, email, phone or text. You can exercise your right to access your information or have it corrected, unsubscribe from communications or withdraw your consent by selecting these options within the ADP system, or by contacting [e-mail]. For more information about our privacy practices, visit cancer.ca/privacy.

AI Disclosure

We are committed to transparency and, the responsible use of technology in our hiring process. Artificial intelligence (AI) tools may be used to assist with certain administrative or screening tasks; however, all hiring decisions are made by people. We review and approve AI-assisted outputs to ensure fairness, accuracy, and alignment with our values. For more information about our privacy practices, visit cancer.ca/privacy.