Helpline Operations Senior Associate

The Helpline Operations Senior Associate will play a key role in ensuring best-in-class delivery of Intellectʼs helpline and crisis intervention services. This role is focused on developing and maintaining service standards, ensuring operational excellence, and driving continuous improvement. The ideal candidate will need to monitor quality metrics and adherence to operational standards, conduct regular quality and SLA audits, and implement continuous improvement initiatives to enhance service quality and client satisfaction.

• Quality Management
• Establish and implement a robust quality assurance and control framework for helpline and crisis intervention services to ensure consistent, high-quality support for clients in distress
• Develop and regularly review quality standards and operational guidelines in line with organizational goals and industry best practices
• Define clear criteria for quality performance, ensuring that all crisis specialists and responders understand expectations related to client care, professionalism and service outcomes
• Work closely with cross-functional teams and management to ensure the framework reflects any organizational changes, service expansions or regulatory updates
• Monitoring & Evaluation
• Develop and track quality metrics, identify trends that could indicate potential issues or opportunities for improvement, and proactively implement actionables to enhance overall quality
• Implement systems for monitoring of metrics and key performance indicators including client satisfaction and issue resolution rates
• Conduct and oversee regular quality audits, such as line and ranger quality testing, to ensure adherence to established service standards
• Conduct root cause analysis to investigate quality-related issues, provide recommendations and implement action plans in collaboration with relevant stakeholders to address any service or performance gaps
• Maintain detailed documentation of processes, testing schedules, and investigation outcomes to ensure transparency and consistency
• Compliance & Reporting
• Stay up-to-date with market and industry regulations that impact provision of helpline and crisis intervention services, such as mental health guidelines, professional qualifications, and data privacy laws
• Ensure all processes and procedures comply with these regulations and internal policies
• Prepare comprehensive reports to management on quality performance, trends, improvement efforts and compliance status
• Client Feedback & Stakeholder Engagement
• Develop and implement feedback systems such as setting up ratings, surveys and closed loop channels to gather client insights on their experiences with our helpline and crisis intervention services
• Establish a structured process for reviewing feedback to promptly address negative comments, and conduct regular reviews of responder ratings to drive quality improvements
• Analyse client feedback to identify recurring themes, strengths and areas for improvement, and develop strategies that incorporate these insights to enhance service delivery
• Share feedback findings and corresponding improvement actions or initiatives with relevant stakeholders to promote transparency and demonstrate a commitment to service quality
• Continuous Improvement
• Drive quality improvement initiatives by leveraging data-driven insights and client feedback to identify areas for improvement and implement changes for operational excellence
• Work closely with internal and external stakeholders to plan and carry out service and process improvements, including optimising workflows and setup, enabling product and tech enhancements, and contributing to training and development efforts
• Ensure timely execution of quality improvement initiatives and ongoing support for crisis responders to consistently meet service delivery and performance goals
• Foster a culture of continuous learning and improvement by encouraging individuals and teams to contribute ideas for better service and quality practices
• SOP Development & Management
• Develop, review and refine quality policies, procedures, and protocols related to helpline and crisis intervention services based on feedback, regulatory requirements and industry best practices
• Maintain and regularly update a shared repository of quality management resources, including SOPs, guidelines and reports
• Provide support to address gaps or areas of non-adherence to established policies and protocols, quality standards and service level agreements

Requirements

• At least 2-4 years of experience in an operations or data analyst role, preferably within healthcare or Employee Assistance Program (EAP) industry

• Proficient in data analysis and reporting, with the ability to lead and implement data-driven initiatives that drive service quality improvements
• Strong problem-solving abilities, with a proactive approach to addressing and managing complex issues in a timely manner
• Excellent project and stakeholder management skills, capable of leading data-driven strategies that enhance service quality and improve client satisfaction
• Proven ability to manage multiple tasks, prioritize effectively, and meet deadlines in a fast-paced environment
• Exceptional communication and interpersonal skills, with the ability to clearly articulate information to stakeholders at all levels
• Demonstrated ability to work effectively with cross-functional teams to implement operational changes and service improvements
• Ability to thrive in a dynamic and rapidly changing environment, adapting to new challenges and operational needs

Benefits

• Work in a diverse environment with people from over 10 countries
• Unlimited annual leaves
• Work flexibility
• Medical coverage
• Annual Wage Supplement (Bonus)
• Christmas Leave (The team takes the whole Christmas week off separate from our leave policy)
• Birthday Leave (1 day)
• Holidays off
• Quarterly mental health day off
• Mental health benefits (Premium access to our app!)
• Work-life balance and employee wellness
• Regular social events where we have non work-related fun