Quality Assurance Analyst

Why eHealth?

We may be biased, but eHealth Saskatchewan is the place to be right now! As the result of a province wide consolidation of IT services in the health care sector, we have seen substantial growth in our organization that is only going to increase as we aim to meet our expanded mandate and the immense need for our support. This gives our people a unique and rare opportunity to truly create, build, improve, and leave their mark on a growing organization.

A large and complex organization, eHealth is comprised of 30+ clinical and non-clinical program (service) areas that all work together to support health care providers and teams across the province in delivering the best possible care to patients, providers, citizens, and health system users. Programs range from primary care to acute care, and includes laboratories, pharmaceuticals, and diagnostics. Additional programs that also support patient care and information include Virtual Care, the MySaskHealthRecord, and the Provincial Electronic Health Record. eHealth is also responsible for the administration of various pieces of legislation to manage the registration of/changes to all vital event records (e.g. birth, marriage, death, etc.), registration of legal name changes, registration of adoptions, and for maintaining the provincial health registry for health services eligibility and distribution of health services cards.

The eHealth teams engage directly with health system partners and other stakeholders both provincially and federally to ensure all services are delivered efficiently and effectively

About the role:

A Quality Assurance (QA) Analyst reports to the Manager, IT Service Management (ITSM) and plays a pivotal role in ensuring that the support services provided meet the highest standards of quality and efficiency. They are responsible for monitoring and evaluating the performance of Operational Support Services, ensuring that customer interactions are handled professionally and effectively. This involves reviewing recorded calls, emails, interactions, tickets and chat transcripts to assess adherence to company policies, procedures, and customer service standards. QA Analysts identify areas for improvement and provide constructive feedback to agents, helping them enhance their skills and deliver better customer experiences.

QA Analysts are also involved in developing and implementing quality assurance processes and standards. They analyze data and trends to identify recurring issues and areas where the service desk can improve. By collaborating with training and development teams, they help design training programs that address identified gaps and ensure that agents are well-equipped to handle various customer scenarios. QA Analysts also play a crucial role in maintaining documentation and reporting on quality metrics, providing insights that drive continuous improvement and ensure that the service desk operates at peak efficiency. Their work ultimately contributes to higher customer satisfaction and the overall success of the Operational Support Services branch.

Typical Daily Duties:

• Review and evaluate service desk interactions, including calls, emails, chat transcripts, ServiceNow interactions and ServiceNow ticket creation to ensure adherence to company policies and customer service standards.
• Provide constructive feedback to staff, helping improve performance and customer service skills.
• Develop and implement quality assurance processes and standards to maintain high levels of service quality.
• Analyze data and trends to identify recurring issues and areas for improvement within the service desk operations.
• Collaborate with training and development teams to design and deliver training programs that address identified gaps and enhance agent capabilities.
• Maintain accurate documentation of quality assurance activities, including performance evaluations, feedback sessions, and training materials.
• Generate and present reports on quality metrics, providing insights to management for continuous improvement.
• Recommend and implement process improvements to enhance the efficiency and effectiveness.
• Ensure that customer interactions are handled professionally and effectively, contributing to higher customer satisfaction.
• Ensure that activities comply with eHealth policies, procedures, and regulatory requirements.
  
  

These responsibilities help ensure that the service desk operates at peak efficiency and delivers exceptional customer service.

To qualify for this position, you must demonstrate you have met the following:

• Ability to analyze processes, data and trends to identify issues and areas for improvement.
• meticulous in reviewing customer interactions and documentation to ensure accuracy and compliance.
• Strong verbal and written communication skills to provide clear feedback and coaching.
• Familiarity with ITSM tools, software, quality assurance tools, and data analysis applications.
• ITIL 4 certification.
• Familiarity with public sector structures will be considered a definite asset.
  
  

The knowledge and skills required for this position would be attained through the completion of a post-Secondary degree, diploma in a computer science program or a related field of study. In addition, you will have 3 years of customer support experience within an integrated support environment and 3 years of ITSM tool experience. A combination of education and experience may be considered.

Competencies:

Communication

• Ability to write/create and communicate (verbal and written), explain or present (technical or non-technical) information to wide variety of technical and non-technical individuals and/or groups in a clear, accurate and understandable manner; and
• Ability to prepare clear presentations and speak in public at level appropriate for audience.
  
  

Problem Solving

• Ability to identify, explore and evaluate options on processes and methodologies in order to develop feasible recommendations;
• Ability to identify and resolve issues that underlies conflicts to arrive at a viable solution; and manage complex situations with diplomacy.
  
  

Interpersonal

• Ability to influence, persuade or convince others to discuss a mutually acceptable solution or formal agreement. Ability to deal with multiple stakeholders; and
• Ability to build cooperative working relationships with coworkers and clients to ensure credibility and confidence in services provided as well to build capacity in client’s knowledge and ability to use and apply services.
  
  

Organizational

• Ability to independently prioritize and organize one’s own workload to meet tight deadlines and successfully complete projects in changing environment.
  
  

Analytical

• Ability to research, analyze and evaluate diverse information and situations to solve problems, determine alternative courses of action and reach a decision.
  
  

Teamwork

• Ability to work independently and participate as a team member to meet the needs of clients and co-workers and to build productive, positive work relationships.
  
  

If this role sounds like the opportunity you have been looking for to showcase your abilities, we'd love to hear from you.

SGEU Level: SIT08

Anticipated Start Date: July, 2025

Location: Saskatchewan

Employment Type

SGEU Term 9 months or more

Location(s)

SK

Salary Range

$35.267 - $42.938

Salary Supplement

included in hourly salary range (in-scope)

We are committed to workplace diversity.

Number of Openings

1

Jun 16, 2025, 11:59:00 PM

eHealth Saskatchewan is the result of a province-wide consolidation of IT services in the health care sector. It is a large and complex organization comprised of 30+ clinical and non-clinical program areas that support health care providers and teams across the province in delivering the best possible care to patients, providers, citizens, and health system users.