Quality Insight Analyst (Bilingual)

**** MUST BE FLUENT IN ENGLISH AND FRENCH**** Quality Insights & Operations Analyst (Bilingual) Apex Systems is a large staffing and consulting firm and we are looking for a Quality Insights & Operations Analyst with customer data insights knowledge, six sigma knowledge, and ability to review assessments with Customer Service Assessors and provide analysis to business stakeholders to place at our client, a top Financial Institution. Client: Financial Institution Contract/Perm & duration: 12-month Contract (Potential for extension or conversion) Location: Downtown Toronto (Tuesday-Thursday onsite) Application: Process: Please apply via the medium on which you are seeing this posting. If you encounter technical difficulties submitting your resume, please send a Word version of your resume to Ashley at awilkinson@apexsystems.com. Please reference Job Title Quality Insights and Operations Analyst Job Description:

• Optimize operations within the Quality Management Operations
• Learning Design and Knowledge Management domains, ensuring cross-functional alignment and seamless integration of insights into business processes.
• Develop and communicate monitoring plans for new service intents, ensuring Quality Assessors are well-prepared to evaluate these interactions accurately.
• Review and analyze data collected by Quality Assessors to identify trends, insights, and areas for improvement.
• Partner with business teams and suppliers to develop scalable solutions.
• Package and present findings to share with business partners and stakeholders (including senior business leaders and accountable executives).
• Review work and provide ongoing feedback to Assessors to improve accuracy and effectiveness in evaluating customer interactions (French & English).
• Drive Quality Management process improvements through partnership with data and modelling teams
• Collaborate with Learning Design and Knowledge Management to enhance agent communications and training based on trends and opportunities observed through call monitoring.
• Act as a liaison to bridge gaps between data insights, operational excellence, and quality initiatives.

• Bachelor's degree, with 1-3+ years of experience
• Experience in quality operations or process management, with a focus on customer service.
• Strong analytical skills and experience in interpreting data and making data-driven recommendations.
• Excellent communication skills for providing clear instructions and insightful storytelling.
• Highly organized with the ability to manage multiple projects and priorities.
• Fluency in both English and French.

• Experience of working in the Financial Industry.
• Experience of working in Operations, Complaints and Third Party Delivery Sites.
• Experience of using Lean Six Sigma methodologies to drive continuous improvement initiatives and experience working in an agile work environment.