Job Description

26-11 Client Experience Analyst (Service Quality & Voice of Client)

The Opportunity

The Client Experience Analyst (Service Quality & Voice of Client) is responsible to audit, analyze and report on all client facing interactions across channels (Voice, Chat, Email, In-Person etc.) to ensure client experiences are consistent with Service standards, business needs, as well as our reputation as a provincial regulatory organization. This role is also accountable for collecting, managing, analyzing and reporting on client satisfaction through the Voice of Client (VoC) Program - and identifying opportunities to improve the overall experience.

Status: Regular, Full-Time, Union
Number of Positions: 1
Pay Grade: 15(Starting at $41.56/hr)

Location: Vancouver or open to any of our BC regional offices (hybrid work environment)

Reports to: Leader, Client Experience Enablement

As a Client Experience Analyst, you will:

Principal Accountabilities

1. Work with Client Experience Leadership for the operationalization of quality assurance standards, practices and procedures, including implementation of Key Performance Indicators.
2. Monitor client interactions (Voice, Task, Offline, In-person) to assesses the quality-of-service delivery as per service quality program standards
3. Identify and analyze training and process gaps in service delivery, and present insights as well as recommendations on identified areas of skill/process improvement to leadership
4. Organize and manage regular service quality calibrations with business leadership to address differences of opinions and keep leadership aligned on the definition of good interactions across portfolios.
5. Influence training of new hires and ongoing refresher trainings for Client Experience frontlines based on insights from the QA Program
6. Partner with Business Partner – Client Experience Training & Knowledge, to maintain in-depth and updated knowledge of departmental policies and procedures to ensure client experience excellence
7. Develop recommendations and share feedback on audited interactions with Supervisors and Business leaders - to provide both content and advisory for effective coaching and support of front-line team members.
8. Partner with Operations Excellence, Operations, Communications and Tech. Programs teams – to engage in looking for opportunities to share best practices and expand the scope of the Service quality program.
9. Monitor and report progress of teams, and as a department and business – on state of quality and compliance. Provide broad commentary as well as recommend actions to improve consistency and service quality.

Insights, Trends and Voice of Client

1. Bring thought leadership and innovation to evolving our Voice of Client program which could be using surveys, complaints, and feedback as inputs to architect improvements and behavioral interventions.
2. Collaborate with Marketing team to create a working coalition that can support research around the broader market, segmentation & client insight activities
3. Be a critical contributor to all areas/projects in the organization needing representation from the Voice of Client, and providing stakeholder groups with client perspective, insights, analysis, and recommendations to strengthen client journeys across TSBC programs and products.
4. Engage key stakeholders in client experience i.e., Executive, Product, Marketing, Tech. Programs and Operations groups to effectively design, develop and deploy Client Satisfaction Surveys for Technical Safety BC.
5. Share the insights and themes collected, and make relevant recommendations on areas of improvement to relevant stakeholders within Technical Safety BC
6. Influence and enable post transactional surveys across our different channels – so we can accurately measure transactional Client Satisfaction by transaction type, personnel, and service.
7. Administer and support any other surveys for stakeholder groups as required by the organization, while applying industry wise practices in surveying methodologies through a strong partnership with Marketing and Communications team.

Continuous Improvement and Compliance Assurance

1. Accountable for collecting, analyzing, and reporting on client satisfaction and service quality, and using that correlation to develop insights that drive improved client facing processes, tools, systems, and service through multiple client-facing channels.
2. Evaluate and recommend client interaction improvement and standardization initiatives through the quality assurance program.
3. Responsible for auditing and promoting compliance with freedom of information laws through the quality assurance program. Maintain records and reports on audit findings and CSR and specialist compliance on the FOI laws.
4. Support the identification and assessment of automation opportunities, collaborating with Data Analytics and Decision Science and Information Technology teams to assist in the design, testing, and implementation of automated workflows that enhance service quality and operational efficiency.
5. Contribute to the development and refinement of tools that support Client Experience teams and the broader organization by providing interaction data, quality insights, and functional feedback to ensure alignment with service standards and operational requirements.

Knowledge, Skills & Experience you have:

• Degree in business administration or related field with 5 years’ experience in analyzing medium to large qualitative data sets (ideally in client services environment) , preferably working in public/front line facing departments.
• Experience with survey management and voice of customer tools.
• Solid knowledge of contact center quality assurance practices and procedures.
• Prior contact center experience in the areas of training and / or call quality.
• Demonstrated ability to provide constructive feedback and call coaching.
• Solid communication and interpersonal skills to liaise with others on presenting requirements, and to explain findings, insights and recommendations.
• Excellent organizational skills and attention to detail.
• Self-initiative and a track record of working effectively on an independent basis.

Beyond the role:

• Community & Wellness – We recognize and respect each other’s diverse needs. We strive to maintain a healthy culture of psychological safety, belonging, and space to prioritize healthy minds and well-being. This includes Wellness Wednesday (meeting free time), flexible paid holidays, a free subscription to the Calm app, and a flexible hybrid work environment focused on connections. Our teams also enjoy giving back to the community, and having fun, whether volunteering in the community, or running together on our Sun Run team. In 2024, Technical Safety BC supported BC Cancer Foundation, Aboriginal Coalition to End Homelessness, Crisis Centre BC, Quest Non-Profit Grocery Markets, A Loving Spoonful, and Greater Vancouver Foodbank.
• Employee Resource Groups – We have Employee Resource Groups (ERGs) for Mental Health & Wellness, Indigenous Relations & Reconciliation, and Equity Diversity and Inclusion (EDI) to support initiatives we’re passionate about.
• Learning & Development – We value giving and receiving feedback, as well as encouraging different ways for us to continuously learn as a company. This can be through lessons learned, wrap up sessions, one-on-one meetings, and team or individual courses, workshops, and conferences. In addition, we offer up to $1500 tuition aid per calendar year to support your education and learning goals.

About Technical Safety BC

At Technical Safety BC, we matter to each other. Together, we apply a systems mindset to safety, embrace possibility, and act on what we learn. Our culture empowers and enables innovation and connection. Our environment welcomes diverse perspectives and learning is celebrated. We make decisions based on data and use our expertise to make the safety system equitable for all. 

Our values guide our work.

• We see genius in diversity
• We foster confidence
• We make the complex simple
• We adapt

Technical Safety BC is an independent, self-funded organization that oversees the safe installation and operation of technical systems and equipment across the province. In addition to issuing permits, licences and certificates, we work with industry to reduce safety risks through assessment, education and outreach, enforcement, and research. Through simplification of our initiatives, we promote understanding and engagement, making safety accessible to everyone. As society changes, we create and adopt new ideas, skills, and tools that will enable us to meet the safety challenges of a highly-connected world.

We see genius in diversity, and are committed to creating an equitable and inclusive workforce. We recognize that diverse life paths and experiences contribute to the overall qualifications for each role. If you feel that you could excel in this position, but do not necessarily meet the formal requirements, we encourage you to apply.

If you are interested in one of our career opportunities and require accommodation or assistance with the application or recruitment process, please contact us directly at careers@technicalsafetybc.ca

Please note: Please apply online by 4:00pm on April 13th, 2026 This opportunity will remain posted until filled; however, priority consideration will be given to those who apply by the deadline. To see a full list of our current opportunities or to learn more about working at Technical Safety BC, please visit our careers page

We thank everyone who has applied to this opportunity. Applicants can check the status of their online applications by logging into their profile. Only those shortlisted for an interview will be contacted directly.