Process Administrator

Job Title: Process Administrator

Job Status: Permanent
Team: Registration
Reports to: Team Lead Initiatives Performance & Quality
Job Level: 4

Supports the design implementation and monitoring of business operations and data needs across Registration Customer Service and Documentation and Information Verification (DIVR) teams.

Supports teams digital platforms including CRM through day-to-day monitoring and review of database entries ensuring accuracy and updating entries as required; identifies patterns and issues concerning data and operational quality and collaborates with Team Leads to support staff training needs and business process improvements
Identifies duplicate contacts across digital platforms merges files and deactivates nonessential data; checks vendor exam portals to facilitate matches with CNOs own CRM data
Conducts call quality checks and provides weighted grading against scorecard ensuring that all calls contain required customer service components; provides feedback to Call Centre Team Lead
Supports operational quality initiatives and use of team reports by monitoring key performance indicators identifying service challenges and providing Team Leads with information related to operational activities
Supports the evaluation of business processes for accuracy and staff adherence
Acts as a resource on operational data by identifying and sharing opportunities for process improvements and collaborating with the Development & IT Operations team to implement system changes

Education and Experience
Completion of undergraduate degree.
Minimum three years of experience in a similar role

Organizational Competencies
Consistently demonstrate CNOs Organizational Competencies:

Innovation Curiously cultivate new ideas with a desire to learn and a collective focus on the best outcome.
Integrity Conduct every interaction with fairness honesty and mutual respect.
Collaboration Work with the right people at the right time to make the best-informed decision.
Well-being Care for the physical mental spiritual and emotional needs of ourselves and others.

Job Competencies Knowledge Skills

Analytical and Critical Thinking compares data in digital platforms to identify duplicate contact information; merges contacts and makes informed assumptions when determining nonessential data to discard. Identifies service challenges and investigates contributing factors.
Attention to Detail checks database entries to ensure quality of information; develops methods for tracking tasks and identifies key details including duplicate and missing information across multiple digital platforms.
Communication shares information and updates with team leads in a timely manner ensuring challenges are communicated clearly and concisely.
Planning and Organizing breaks complex activities into smaller more manageable ones and prioritizes work with set timelines such as when reviewing operational data and supporting new technology solutions; monitors progress towards goals and adjusts plans as necessary to meet timelines.
Problem Solving gathers information from call quality checks and team reports to help identify learning opportunities; identifies potential solutions from existing possibilities and makes timely decisions to solve service challenges
Proficient in MS Office Suite such as Word PowerPoint Excel and Outlook Adobe Pro and collaborative technologies such as SharePoint Teams and Zoom.

Hiring Range:

$79909.00 - $84916.00