Administrative Support IV

The Health Research Monitor plays an active role in the quality assurance process for the collection of data by monitoring telephone surveys completed by Health Research Interviewers (HRI). The Health Research Monitor is responsible for ensuring that data is collected accurately and according to specific project protocol. The Health Research Monitor is an active participant in the training and development of the HRI. We offer: Valuable work experience in health services. Opportunities for learning and professional development. Flexible scheduling options. A team-based work environment. Paid training sessions. The Health Research Monitor operates within the Primary Data Support (PDS) and Data and Analytics (DnA) portfolio. This is a casual position reporting to the Supervisor of Survey Operations. Success in this role depends on: Monitoring of scripted outbound telephone calls. Listening to surveys being conducted by HRIs to ensure that quality control metrics are met. Daily coaching of HRIs using protocols to improve their abilities to perform surveys, meet targets as well as answering general questions. Providing support and completing calls when HRIs encounter challenging respondents. Activities to support daily functioning of the team. Assist supervisor and Project Leads in survey and survey process development, testing, and deployment. Demonstrating excellent communication skills and professionalism. Working effectively in an individual, office-based setting. Showing attention to detail and a strong command of the English language. Possessing basic computer skills. A strong record of attendance and reliability must be demonstrated through employment references or past experience. Previous experience in a call centre environment is not required but will be considered an asset.

As an Administrative Support IV, you will require advanced administrative or specialized skills and knowledge to support complex procedures, practices and initiatives within a department or program.

Some post-secondary education.

Strong self-starter with the ability to engage effectively with survey respondents to meet project goals. Minimum typing speed of 50 words per minute. Proficiency with basic Windows operating systems and Microsoft Office applications. Legally entitled to work in Canada. The ability to communicate fluently in English (written and oral). Entry-level computer skills with the capability to accurately listen and record responses.

Previous experience in a call center, administrative, or data entry role. Demonstrated customer service experience. Familiarity with confidentiality standards in health research settings. Experience using multi-line phone systems. Minimum typing speed of 50 words per minute. Post Secondary Education with experience in a customer service orientated environment or extensive experience in a Call Centre environment is preferred.