Executive Assistant (Quality)

To Apply

1. Loom Video Introduction - please submit a brief Loom video introducing yourself, your background, and why you are interested in this role.

2. Resume/CV - provide your most up to date CV

3. Portfolio - provide examples of relevant work, including project coordination, process improvement, policy development, research, administration, reporting, or operational initiatives.

4. Hourly Rate (CAD) - indicate your expected hourly rate in Canadian Dollars.

APPLICANTS THAT DO NOT INCLUDE ALL OF THE ABOVE REQUIREMENTS WILL NOT BE CONSIDERED FOR THE ROLE.

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Key Responsibilities

Client Experience & Quality Improvement

• Conduct client feedback, satisfaction, and follow-up calls, documenting findings accurately and professionally.
• Serve as a primary contact for the client feedback line, responding to concerns with professionalism, empathy, and sound judgment.
• Handle client concerns, complaints, and service escalations in a calm and solution-focused manner.
• Identify trends, recurring concerns, and opportunities for service improvement.
• Escalate client risks, complaints, and quality issues appropriately.
• Support quality improvement initiatives that enhance client outcomes and client experience.
• Assist with client-facing processes, documentation, and service improvements.

Process Improvement & Operational Support

• Support the development and documentation of workflows, standardized work, and operational processes.
• Assist with process mapping and workflow design using tools such as Miro (training can be provided).
• Analyze existing processes and identify opportunities for efficiency, consistency, and improved service delivery.
• Support the implementation of continuous improvement and operational excellence initiatives.
• Assist with strategic planning and organizational improvement projects.

Qualifications

• Experience in quality improvement, healthcare administration, client services, customer service, project coordination, or a related field.
• Exceptional verbal and written English communication skills, with clear, professional, and easily understood spoken English.
• Strong telephone communication and active listening skills, with the ability to build rapport and gather information effectively.
• Experience handling client concerns, complaints, conflict resolution, customer escalations, service recovery, or feedback line responsibilities is strongly preferred.
• Experience conducting client interviews, feedback calls, customer surveys, or customer service interactions.
• Strong interpersonal skills with the ability to navigate difficult conversations professionally and diplomatically.
• Experience documenting procedures, workflows, standardized work, SOPs, or operational processes.
• Strong research, analytical, problem-solving, and critical-thinking abilities.
• Proficiency with Microsoft 365 and collaboration tools.
• Experience with Miro, Scribe, quality programs, healthcare, home care, call centres, client relations, or nonprofit organizations is considered an asset.

Preferred Experience

Candidates with experience in any of the following environments are strongly encouraged to apply:

• Client feedback or customer experience programs
• Patient relations or healthcare customer service
• Complaints resolution or service recovery
• Call centres, help desks, or customer support teams
• Quality improvement or continuous improvement initiatives
• Process documentation, SOP development, or standardized work environments