emplois e search

The apprentice may perform or have limited scope of action on the following duties:

• Monitor launch controls that will ensure process and solution compliance.

• Monitor process execution and ensure prompt corrections/adjustments by process owners.

• Organize client and user feedback methods.

• Ensure tracking and trending of process and training monitoring metrics.

• Ensure a seamless communication and follow up with our selected external user and internal users.

• Analyze user inquiries and issues. Work with appropriate internal departments accordingly to manage the user’s needs and ensure compliance with SOPs and policies.

• Lead the communication with the other departments in relation to solving issues until resolution.

• Provide direct answers to external users or internal users and provide advice when the request is not directly feasible.

• When appropriate, negotiate SLAs with customers.

• Consider external or internal user’s needs in making decisions; to be managed on a case-by-case basis, as appropriate.

• Review the study Statement of Work to ensure compliance of the request with the protocol when appropriate.

• Perform quality checks on resolutions and answers provided to users.

• Generate and review tickets and reports for issue resolution as needed.

• Lead escalations that may impact resolution of the issues being resolved within TATs. Manage workload and priorities to ensure all users’ deadlines are respected.

• Work in a team-oriented, global environment with the focus on customer service, both internal and external.

• Assist and support management in the implementation of global processes and procedures ensuring seamless integration.

• Responsible for effective and timely adherence to management communications, meeting, and procedures.

• Support a culture of continuous improvement, quality, and productivity.

• Assist management team with audits, reportable issues, Quality Events, and other quality issues as needed.

• Responsible for providing expert technical and administrative support and act as a lead in resolving process and or application issues as necessary.

• Documents all service failures and investigate as needed.

• Assist in the development and management of department metrics, Vendor contracts, SOPs, WIs, Policies, and Processes.

• Develop and deliver staff training. Develop troubleshooting guidelines, Support Escalation Procedures, and documentation maintenance procedures for eSA Support Team.

• Deliver training to other departments as needed.

• Work with internal and external users to challenge and communicate items that impact end user experience. Manage user feedback and responses internally and externally.

• Manage pending requests. POC for user issues transferred from IS to Client Support Team.

• Manage and resolve issues resulting from data quality that cause request(s) to fall outside established approve/deny parameters. Escalate as needed.

Competencies:

• Focus on Clients

• Pursue Process Excellence

• Strong Oral and Written Communication skills

• Work with Others

• Achieve Results

• Ability to work independently.

• Ability to use computer and office software applications (e.g., Microsoft Office applications)

• Attention to detail

Language Skills Required:

• Fluent in English Speaking, Writing and Reading (Must Have)

• Fluent in French Speaking, Writing and Reading (Must Have)

• Another language will be an asset

Education/Qualifications:

• The candidate must justify their participation in one of the following branches governed by Direction générale de l'enseignement secondaire II: Maturité professionnelle pendant l'apprentissage - MP1/MP2

Please apply with your CV, your 3 last grade transcripts and a cover letter written in French and English.