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Parsons Corporation Senior Auditor in Markham, Ontario

Minimum Clearance Required to Start:

Not Applicable/None

Job Description:

We are looking for a Senior Auditor to join our Smart Vehicle Solutions Contact Centre located in Markham, Ontario. Our team has been in place for more than 20 years supporting the public, vehicle owners and operators, and inspection centres across North America.

Reporting to the Audit Manager, you will be accountable for:

  • Lead a process centric, motivated, and high performing Audit and Administration team that will:

  • Perform Data, Telephone and Realtime Audits on Vehicle Inspection Stations

  • Examine test records/history, report cards, call records and other relevant information

  • Analyze and evaluate documentation to identify non-compliance

  • Document audit findings

  • Cultivate a strong team culture, focused on quality

  • Handle the day-to-day operations of a front-line support team, through providing supervision including scheduling, leading and mentoring, conflict management, coaching, training, knowledge management and quality reviews of caller interactions.

  • Provide training and direction to Primary Auditors,

  • Analyze and revise reports from Primary Auditors,

  • Provide an additional level of audit oversight for escalations to the Ministry,

  • Ensure audit reports are thorough, concise, and contain actionable information,

  • Build accountability by setting clear goals and objectives to achieve key individual and team performance metrics,

  • Conduct quality coaching or other corrective actions within the team and prepare monthly reports and conduct employee feedback sessions,

  • The Senior Auditor is accountable for team metrics on a daily/weekly/monthly basis,

  • Act as a liaison for Client contacts and be primary point of contact for escalations,

  • Achieve call quality targets and program related service levels,

  • Participate in special projects and perform other duties as required,

  • Ensure that all new or modified processes and policies are reviewed and implemented by front-line support team,

  • Provide front-line support team with weekly, monthly or monthly personal metrics report/scorecards through one-one meeting,

  • Attend client meetings as needed/requested by management,

  • Empower team to surface issues that help Audit Operations to build better procedures and processes,

  • Collaborate with inter-departmental leads and cross-functional partners (e.g., product, engineering and design) to iterate on internal systems.

Other Responsibilities:

  • Back up the Audit Manager as required.

  • Attend and monitor the training process for front-line support team.

  • Work with Audit Manager to improve the quality of the front-line support team.

  • Assist with Calls, Chat, Web-tickets, Emails and Faxes if volume is too high and risk of abandon rate.

Qualifications:

  • Formal training/certification from a recognized organization, such as a Provincial Officer or Peace Officer certification.

  • Minimum 5 (five) year customer service experience, preferably in the Call Centre and/or automotive industry or related work experience.• Must possess excellent written and verbal communication skills.

  • Post-secondary degree or diploma.• Strong PC skills, knowledge of (MS Office Suite e.g., Word, Excel, PowerPoint etc.).

  • Strong attention to detail, analytical, problem solving and critical thinking skills, with ability to anticipate concerns or issues, decision making and negotiating skills.

  • Demonstrated ability in project coordination and driving change in a complex, matrixed and fast-paced environment.

  • Ability to handle challenging situations by exhibiting composure and empathy.

  • Ability to effectively manage confidential and/or sensitive information.

  • Ability to multitask, quickly adapt to new information and procedures.

  • Strong analytical and good mechanical/technical aptitude would be a definite asset.

  • Must be willing to work a 40hr/week shift that ranges between Monday to Friday, between the hours of 8.00 AM and 6:00 PM, with possible Saturday/Sunday shifts as required.

  • Must be flexible to work remotely.

The position may require a COVID vaccination or an approved accommodation/exemption for a disability/medical condition or religious belief as required by federal, state, provincial or local mandates or customer requirements.

About Us

Parsons is a digitally enabled solutions provider focused on the defense, security, and infrastructure markets. With nearly 75 years of experience, Parsons is uniquely qualified to deliver cyber/converged security, technology-based intellectual property, and other innovative services to federal, regional, and local government agencies, as well as to private industrial customers worldwide.

Parsons is an equal opportunity, drug-free employer committed to diversity in the workplace. Minority/Female/Disabled/Protected Veteran/LGBTQ+.

For more about Parsons, visit parsons.com and follow us on Facebook, Twitter, LinkedIn, and YouTube.

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