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Contact Quality Assessor

Location: 

Sudbury, ON, CA, P3C 1V4

Please note this role will work in a hybrid environment. The successful candidate will be working a mixture of on-site and off-site work to meet the needs of our organization. Currently, employees are expected to have an in-person presence for at least 40% of their work time. 

 

Job posting ID: 8767

 

​Employment status: Temporary full-time
Position's anticipated start date: 2026-06-29 
Position's anticipated end date: 2028-06-30

 

Classification: OPSEU 619
Salary/Rate of pay: $26.67

 

Application deadline: 2026-06-02 

  • This external job posting may close earlier than the advertised deadline. We recommend applying as soon as possible.

Application requirements:

  • Your up-to-date resume.
  • We recommend you save a copy of the job posting for reference throughout the recruitment process.

 

Do you currently work for Canadian Blood Services? All employees must apply via the internal career page.

 

Together, the work we do connects people and changes lives — including your own. 

 

Be part of a dynamic, collaborative and caring organization committed to saving and improving lives. Thousands of patients depend on us every day for reliable access to safe blood, plasma, stem cells and organs and tissues.

 

About the role

Canadian Blood Services is looking for a Temporary full-time Contact Quality Assessor to join our dynamic National Contact Centre (NCC) team in Sudbury, Ontario. 

 

The NCC team is responsible for supporting donors and the public through appointment booking, information, and issue resolution. It ensures consistent, high-quality service across all interactions to deliver a positive donor experience.

 

Reporting to the Business Optimization Manager, you will be responsible for reviewing, assessing and evaluating all exchanges and interactions between donors or callers and National Contact Centre (NCC) agents, ensuring the highest standard of quality and consistent delivery of customer service at every touch point. 

Formula for success

  • Drawing on your knowledge or experience in quality assessment, you will ensure adherence to NCC processes, standards and customer service through call quality assessments of interactions between donors/callers and NCC agents.
  • Utilizing your superior interpersonal and communication skills you will provide in-depth process analysis, by analyzing and reviewing results with supervisor and/or staff, including reemphasis of customer service and consistency, as well as arranging for coaching/development as required.
  • You will provide recommendations and may assist in the development and/or delivery of training and process improvements for staff.
  • Leveraging your excellent collaboration skills, you will coordinate with other members of the NCC Supervisory/Management team by participating in team meetings as required,
  • You will also communicate regularly with Supervisors and department Managers, regarding customer service issues, resolution, including any areas of non-compliance and/or training requirements.
  • Perform other duties as required.

Desired education and skills

  • Completion of post-secondary education in a relevant discipline from a recognized academic institution.
  • Minimum 3 years' experience in related experience in a Contact Centre environment, including previous experience performing quality assessments and evaluations, is required. 
  • Technical skills including Microsoft Office.

What we offer you

  • Payment in lieu of vacation.
  • Premiums paid according to the collective agreement. 
  • Defined benefit pension plan. 
  • Employee discounts, wellness program, professional resources.

What you can expect

  • This role will work in a hybrid environment with requirements to be onsite at Canadian Blood Services location 40 % of the time/days of the week in our 300 Elm, Sudbury, Ontario location.
  • Shift/hours - Monday to Friday 08:00 to 16:00.


If this role resonates with you, we encourage you to apply by providing your up-to-date resume. This could be your first step towards a meaningful and inspiring career. Come to work each day knowing that you save lives. 

 

We acknowledge that the work of Canadian Blood Services spans many Territories and Treaty areas across the country, and we are grateful for the Traditional Knowledge Keepers and Elders who have guided us in this important work. We recognize the land and waters that have inspired our work and offer gratitude to those Indigenous peoples on whose territory we work, live and play.

 

Diversity and inclusion play a vital role in ensuring health equity for patients across Canada. We are committed to reflecting Canada’s population in our organization and fostering an environment where all employees can be their authentic selves, with equal opportunities to succeed and contribute.  

 

We thank all applicants for their interest. However, only those considered for an interview or those invited to participate in an assessment will be contacted. Emails are sent directly from our system, to ensure you receive them please add donotreply@blood.ca and system@successfactors.com to your safe senders list. 

 

Applicants who require accommodation should discuss their needs with us.

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