Foundever

Role Description Are you customer-obsessed and ready to take the next step to grow your career? Foundever® is looking for an Italian-Speaking Customer Service Representative to join our team, working on behalf of our fashion Client! As a Customer Service Representative with Foundever®, you’ll deliver professional, timely, and accurate support to customers of our fashion Client. Using telephone, email, and chat methods, the aim of your job will be to offer pre-and-post sale customer care, answering questions and helping them with their queries and issues. You will work as part of a multilingual team, using your Italian and English language skills to support customers. Primary responsibilities: - Respond to inbound customer enquiries by phone, email, and live chat in both Italian and English, ensuring care and efficiency. - Develop and maintain a full knowledge of Client products and services. - Transfer cases to another department or escalate to a senior member of staff as required. - Ensure that cases and calls are logged in accordance with Client and Foundever® guidelines and procedures. - Consult product manuals, advising customers of appropriate options and solutions. Qualifications - Excellent communication skills (verbal and written) to a fluent standard of English and Italian, with an ability to personalise communications. - Previous customer service experience in a contact centre is highly advantageous. - Passion for the fashion industry is also highly advantageous. - Impeccable attention to detail and accuracy is needed at every level and aspect of the consumer journey. - Strong organisational skills with the ability to prioritise tasks. - Good computer literacy with working knowledge of Microsoft Word and Excel. - Minimum typing speed of 20 words-per-minute (WPM) on a computer keyboard. - Ability to remain calm in challenging situations, work on your own initiative, and under pressure to achieve deadlines. - Ability to work flexibly as part of a wider team, seeing the bigger picture and recognising its impact on the customer experience. Requirements - Wired/Ethernet broadband connection with a minimum of 20Mbps download and 10Mbps upload speeds (4G/5G connections are not supported). - A secure, private area to work from, with a desk and chair, and no distractions or background noise. - No other devices present during working hours (including smart listening devices, mobile phones, or any voice command tech). - No use of pen/paper or any writing materials during working hours. - No other people, such as dependants, can be in the same room during working hours. Benefits - Employee recognition platform. - Progression opportunities. - Award-winning culture.

Role Description The Director of Sales Operations will be part of the Sales Practice Service Line for outsourced sales. The role will be responsible for building the Sales Practice from the floor up — designing the operating model, codifying training and coaching, structuring agent-level comp and unit economics, and applying conversation analytics and AI tools to compress speed-to-competency and lift performance across the agent population. The work converts Foundever's sales delivery track record into a market-recognized practice; revenue conversion at scale is the moat — proven in operating data, not claimed in marketing. The opportunity is structural. Buyers are shifting from FTE-priced sales BPO to AI-assisted, outcome-priced revenue generation that internal teams cannot match at speed or scale. Foundever already runs high-value sales programs across travel, hospitality, and other verticals — this role takes that capability to market deliberately. Primary Job Responsibilities - Sales operating model & Agent performance - Diagnose where conversion breaks in a sales operation and prescribe the operating change. - Design and tune the sales operating model across outbound and inbound, B2C and B2B. - Establish QA methodology that predicts revenue outcomes, not just compliance. - Build the unit economics view for every sales program: revenue per call, conversion by funnel stage, ramp economics, contribution margin — and use it to surface the operating levers that move the number. - Speed-to-competency, coaching & objection handling - Own the speed-to-competency methodology: training curriculum, certification gates, ramp targets, and the data that proves agents are productive in weeks, not months. - Codify objection handling as practice IP and embed them in training and real-time agent support. - Design the coaching cadence that turns conversation analytics into behavior change. - Compensation design, pricing & sales economics - Design agent-level compensation structures that drive the right behavior — base/variable splits, SPIFs, accelerators, draws — with judgment for when each motivates and when it corrupts the metric. - Architect outcome-based commercial structures for clients. - Build the pricing toolkit that lets Foundever compete on revenue outcomes. - Practice development & service design - Codify Foundever's operating capability in sales into structured, repeatable service offerings. - Build the Sales Practice service catalogue: outbound and SDR programs. - Develop vertical operating playbooks for highest-opportunity verticals: travel & hospitality, telecom, financial services, retail, SaaS, utilities. - Analyst engagement & GTM support - Translate operating depth into client-facing language: solution briefs, capability decks, RFP content — written by the operator who would run the program. - Support strategic pursuits as the SME — owning the operating narrative, articulating proof points, co-designing solutions with the Solutions team — not leading BD. - Sit across from VP Sales and Sales Operations buyers as the credible practitioner voice. - Lead Foundever's analyst engagement for the practice area. Qualifications - 10+ years running sales operations at scale — sales floor leadership, inside sales operations, or sales BPO delivery — with direct accountability for revenue per agent, conversion rate, ramp, and unit economics. - Track record designing and tuning agent-level compensation — base/variable splits, SPIFs, accelerators, draws — and understanding the behavioral effects of each. - Demonstrated ability to codify operating knowledge into IP: training curriculum, coaching playbooks, QA scorecards, objection-handling libraries that make agents productive faster. - Working fluency with conversation intelligence, AI-assisted coaching, predictive dialing, CRM, and intent-data platforms — applied as operating leverage, not as tech inventory. - Familiarity with regulated sales environments — financial services, insurance, telecom — and the compliance requirements that govern outbound and inbound sales. - Strong credibility with sales operations buyers: VP Sales, VP Inside Sales, COO of revenue organizations, Heads of Sales Operations. - Excellent written and verbal communication; ability to synthesize complex operational and commercial topics into clear executive narratives.

Role Description Reporting to the VP, Global Enterprise TA, the Corporate Recruiter will work closely with hiring managers and leaders to understand talent needs, develop recruitment strategies, and execute effective candidate sourcing and assessment processes. You will be part of a high performing team, that is data and quality driven. Excellent communication skills and an obsession with providing both internal stakeholders and candidates a best in class experience will set you apart from others. Key Responsibilities - Collaborates with hiring managers, local HR & TA teams to understand the organization’s global talent needs, including skill requirements, positions, and geographical considerations for senior leadership roles, across GTM, Technical and non-technical teams. - Develop and execute comprehensive recruitment strategies to attract highly qualified candidates through various channels, including job boards, social media, professional networks, internal talent databases and industry events. - Proactively source, identify, and engage passive candidates while maintaining a strong candidate pipeline for present and future needs. - Conduct thorough candidate assessments, including resume screening, initial interviews, and reference checks, to ensure candidates align with both the role and the company culture. - Manage end-to-end recruitment processes, ensuring a smooth and positive candidate experience from initial contact to offer acceptance. - Collaborate with regional and local HR teams to negotiate and finalise employment offers, ensuring a competitive and fair compensation package for selected candidates. - Utilise applicant tracking systems and other tools to manage candidate data, maintain recruitment metrics, to track the effectiveness of the recruitment strategies to enable data-driven decisions on recruitment strategy. - Closely works with extended teams in HR in order to promote internal mobility in Foundever. - Collaborates with global teams and external vendors (LinkedIn, Indeed, PSL vendors) to optimize the recruitment efforts, ensure cost-effectiveness and improve the quality of hires. - Supports and executes the employer branding initiatives to attract top talent, including the promotion of our culture, values and career opportunities. - Stay informed about global recruitment trends. - Promotes diversity and inclusion initiatives to attract a diverse workforce. KPIs - Ensures that the time to hire is within the agreed service level agreement for a particular role. - Time to Hire and Time to Fill. - Quality of hired candidates. - Candidate Satisfaction. - Hiring Manager Satisfaction. - 80% of the positions are closed through internal mobility or direct sourcing. - Offer acceptance rate is higher than 90%. Qualifications - 8+ years’ experience in seasoned recruiter role or similar role. - Experience in reputable Executive Search firm, SaaS or organisations with a digital or technology bias is highly desirable. - Proven track record of successful recruitment for senior leadership positions, with specific experience in hiring technology, GTM functions at mid to senior level. - Proven ability to identify and attract highly qualified candidates through various channels, including passive candidate sourcing, networking, job boards, and industry events. - Proficiency in using applicant tracking systems (ATS) and other recruitment software. Education - Bachelor degree or master’s degree in human resources or similar field. Languages - Excellent conversational and written knowledge in English. - Additional European language an advantage such as French and Spanish. Tools and Applications - Excellent knowledge of all MS office tools (Word, Excel, PowerPoint, Outlook). - Familiarity with Success Factors ATS would be a plus. - Strong use of LinkedIn Recruiter is essential. - Experience of using AI applications such as GPT and similar for faster and informed output.

Role Description Are you passionate about developing people and ready to take the next step to grow your career? Foundever® is looking for a Learning Specialist to join our team, working on behalf of our Client, Claris! Please note that we are unfortunately not able to offer sponsorship for this role. As a Learning Specialist with Foundever® and Claris, our people are your customers. This is a broad and varied role spanning three core pillars: training delivery, quality assurance, and IT/systems support for the Claris campaign. You will play a pivotal part in delivering and planning great learning experiences, while also owning quality monitoring across calls, emails, and case management to drive continuous improvement. You will additionally support the campaign operationally by overseeing system access and setup for new agents joining the team. We advocate a people-first approach throughout our business with customer experience as our area of expertise. You will deliver soft and product skills specific to the client requirements, ensuring that the importance of the customer experience is at the core of your sessions. You will bring empathy, patience, and strategic vision to effectively deliver in a fast-paced and changeable environment. It is essential you have passion for people and customer experience in order to create an environment for success. You will be a key team member responsible for attending important operational meetings to plan, organise resources and maintain the training schedule. Qualifications - Excellent communication skills (verbal and written) in English. - Ability to adapt tone and style to communicate with stakeholders at all levels. - Previous experience designing and delivering training sessions, coaching others, or any prior learning and development experience is highly advantageous. - Good numeric and verbal reasoning skills and excellent presentation skills. - Effective problem-solving skills and excellent analytical and judgment skills. - Strong interpersonal skills necessary for client contact. Requirements - Deliver soft skill and product training in a virtual environment to newly recruited Foundever® employees for the Claris campaign, as defined by Foundever® and Claris, towards internal certification. - Develop and implement training programs for contact centre associates. - Monitor and evaluate quality across calls, emails, and case management, providing structured feedback and identifying trends to drive performance improvement. - Oversee system access management and technical onboarding setup for new agents joining the campaign, acting as a first point of contact for IT-related support queries. - Conduct complex training classes. - Provide coaching and feedback to trainees as part of their classroom learning experience. - Work with internal Foundever® stakeholders and our Client, Claris, to ensure process updates are reflected in training. - Develop evaluation and validation instruments to collect and interpret data, assessing organisation needs and training program effectiveness. Benefits - Employee recognition platform. - Progression opportunities. - Award-winning culture. Company Description Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Title: VP Business Development Health Care Location: Remote, Any Location, US Workplace: Simultaneous Department: Business Dev, Account Mgmt & Solutions Job Description: About Us Foundever® is the next-generation service leader reinventing customer experience (CX). Built on diverse and proven industry experience, we combine digital operations with a 150,000-strong, people-led workforce across +45 countries. Each year we enable 3.3 billion conversations in +60 languages for more than 800 world-leading brands, helping them keep their brand promises in every moment that matters. AI-driven solutions integrated with deep human insight, power a unified experience ecosystem that delivers technology-enabled, people-led and insight-driven outcomes at scale. By blending human empathy with AI and automation, we simplify complexity, accelerate digital transformation and create measurable brand and business momentum for our clients. Get to know us at foundever.com and connect with us on LinkedIn, Facebook and Instagram Job Summary The VP of Business Development plays a pivotal role in prospecting and acquiring new Enterprise clients. This position offers a unique opportunity to leverage our expansive global presence to drive significant business growth. Position develops and presents business cases that showcase our diverse offerings to include CCaaS, DO and DA capabilities in domestic, offshore, and nearshore contact center and customer experience with the goal of acquiring new logo clients and enhancing our position as a leader in the CX industry. Primary Job Responsibilities - Develop client-specific and vertical strategies to win new business (logos) in Enterprise space. - Generating leads and proactively prospecting and identifying new business (logo) opportunities leveraging social selling techniques, industry contacts focusing on core BPO and CX engagements. - Act as a trusted advisor to client prospects by demonstrating a deep understanding of their business drivers, customer experience challenges and offer solutions utilizing persuasive and effective sales strategies. - Manage a sales pipeline, ensuring consistent progress and achievement of sales targets. - Leading the preparation and submission of responses to Requests for Proposals (RFPs) and Requests for Information (RFIs), collaborating with internal teams to develop compelling proposals that address clients needs. - Staying informed about market trends and competitor activities. - Leading negotiations to secure new business, ensuring favorable terms and conditions while adhering to organization policies and requirements. - Protect company assets, systems, proprietary and confidential information in accordance with Foundever Associate Agreement. - Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company’s policy. Qualifications - Bachelor’s degree or equivalent mix of education and work experience. - Proven sales performance; understand key players and trends, familiar with client pain points and solutions - Bachelor’s degree or equivalent mix of education and work experience. - Strong grasp of vertical specifics, including regulatory or market dynamics. Indepth understanding of the industry to be supported (i.e. Healthcare, BFSI, Collections, Retail, Tech, Telecom, Media, Back Office, Trust and Safety, Revenut Generation, Sales) - Extensive network within the vertical, understand competitive landscape and can navigate complex sales cycles. - Deep industry knowledge, including trends and forecasts; actively contributes to strategic discussions and solutions for clients. - Foresight to understand the direction and vision of the company in the CX, DO and DA space. - Developed innovative strategies or solutions that significantly impacted the vertical and client. - Deep understanding of contact center operations and strategies for achieving key performance metrics in an enterprise sales role. - Recognized by peers and clients as an industry expert; speaks at conferences- a plus. - Possess excellent verbal and written communication skills, with the ability to articulate complex ideas and proposals effectively to diverse audiences. - Collaborate effectively in cross-functions teams and contribute to a positive team culture. Pre-Employment Requirements Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years. EEO Statement Foundever is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination

Role Description Foundever is seeking a highly motivated and experienced Carrier Analyst to join our dynamic team. This position will play a key role in managing our global network and telecommunication infrastructure by overseeing relationships with carrier partners, optimizing telecommunication services, and ensuring efficient service delivery. - Maintain strong relationships with Foundever's global carrier partners, fostering effective communication and collaboration. - Analyze and evaluate telecommunication service options, recommending the most cost-effective and efficient solutions for the company's needs. - Manage the entire ordering process for all phases of carrier services, including colocation cross-connects, voice and data circuits, and toll-free and toll services. - Coordinate technical transitions and troubleshooting between carriers and Foundever's engineering team. - Develop and implement processes and procedures for efficient carrier service provisioning and track cost savings through timely order completion. - Perform in-depth analysis of potential cost saving opportunities and actively pursue their implementation. - Collaborate with the team to ensure domestic and international voice and data circuit resiliency. - Maintain clear and concise communication with management and stakeholders regarding carrier services performance and progress. - Perform other duties as assigned. Qualifications - Bachelor's degree in Information Technology, Telecommunications, or a related field preferred, with at least 4 years of experience in ordering and managing telecommunication services. - Strong understanding of global carrier methodologies, tools, standards, and procedures. - Proven track record of successful project management and service delivery. - Excellent analytical, problem-solving, and decision-making skills. - Strong interpersonal and communication skills, with the ability to build and maintain positive relationships with multiple stakeholders. - Proficiency in PC and desktop applications, including Microsoft Office Suite and relevant industry tools. - Experience with Carrier Toll Free routing tools a plus. Benefits - Fully remote working in India. - Permanent Full Time Role working 2:30 PM–11:30 PM IST. - Competitive salary and benefits package. - Opportunity to work with a global team of talented professionals. - Dynamic and challenging work environment. - Chance to make a real impact on the company's success. - Continuous learning and development opportunities.

Role Description The VP of Business Development plays a pivotal role in prospecting and acquiring new Enterprise clients. This position offers a unique opportunity to leverage our expansive global presence to drive significant business growth. The position develops and presents business cases that showcase our diverse offerings to include CCaaS, DO and DA capabilities in domestic, offshore, and nearshore contact center and customer experience with the goal of acquiring new logo clients and enhancing our position as a leader in the CX industry. - Develop client-specific and vertical strategies to win new business (logos) in Enterprise space. - Generate leads and proactively prospect and identify new business (logo) opportunities leveraging social selling techniques and industry contacts focusing on core BPO and CX engagements. - Act as a trusted advisor to client prospects by demonstrating a deep understanding of their business drivers and customer experience challenges, offering solutions utilizing persuasive and effective sales strategies. - Manage a sales pipeline, ensuring consistent progress and achievement of sales targets. - Lead the preparation and submission of responses to Requests for Proposals (RFPs) and Requests for Information (RFIs), collaborating with internal teams to develop compelling proposals that address clients' needs. - Stay informed about market trends and competitor activities. - Lead negotiations to secure new business, ensuring favorable terms and conditions while adhering to organization policies and requirements. - Protect company assets, systems, proprietary and confidential information in accordance with Foundever Associate Agreement. - Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents, and breaches in the confidentiality, integrity, or availability of Information assets as per the Company’s policy. Qualifications - Bachelor’s degree or equivalent mix of education and work experience. - Proven sales performance; understand key players and trends, familiar with client pain points and solutions. - Strong grasp of vertical specifics, including regulatory or market dynamics. - In-depth understanding of the industry to be supported (i.e. Healthcare, BFSI, Collections, Retail, Tech, Telecom, Media, Back Office, Trust and Safety, Revenue Generation, Sales). - Extensive network within the vertical, understand competitive landscape and can navigate complex sales cycles. - Deep industry knowledge, including trends and forecasts; actively contributes to strategic discussions and solutions for clients. - Foresight to understand the direction and vision of the company in the CX, DO and DA space. - Developed innovative strategies or solutions that significantly impacted the vertical and client. - Deep understanding of contact center operations and strategies for achieving key performance metrics in an enterprise sales role. - Recognized by peers and clients as an industry expert; speaks at conferences - a plus. - Possess excellent verbal and written communication skills, with the ability to articulate complex ideas and proposals effectively to diverse audiences. - Collaborate effectively in cross-functional teams and contribute to a positive team culture. Requirements - Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years. EEO Statement Foundever is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.

Title: ASG Bilingual Virtual Care Nurse Practitioner (NP) Location: Canada Job Description: Bilingual Nurse Practitioner (Independent Contractor) Position Overview We are seeking a Nurse Practitioner licensed in New Brunswick to join our virtual care team as an independent contractor. In this role, you will provide primary care and clinical symptom assessments remotely via phone, secure messaging, and video. You will deliver evidence-based guidance and support, working independently while collaborating with a multidisciplinary team to ensure safe, timely, and accessible healthcare for all patients. This opportunity represents an existing vacancy supporting current business operations. Advantages to Working With Us: - Work from the comfort of your home. - Set your own schedule and enjoy flexibility. - Competitive pay: $30 per consultation, with an average of 3 consults per hour. - Opportunity to contribute to improving healthcare access and outcomes. Key Responsibilities: - Conduct comprehensive patient assessments, identify and manage urgent health concerns, and provide follow-up care for unattached patients. - Order and interpret diagnostic tests, initiate referrals, and prescribe medications and treatments in accordance with clinical guidelines and scope of practice. - Utilize computer tools and online services efficiently to support patient care and clinical documentation. - Follow appropriate escalation pathways and collaborate effectively with medical advisors and the NP team to ensure coordinated patient care. - Efficiently navigate digital health platforms and electronic health records, and resolve basic technical issues to ensure uninterrupted patient care. Qualifications: - Minimum 1-3 years of Nurse Practitioner practice experience (preferably in primary care or urgent care) with strong diagnostic reasoning and assessment skills. - Previous experience in virtual care/telehealth delivery is considered an asset. - Master of Nursing (MN NP Program) – clinical practice-focused Nurse Practitioner (NP). - License/registration with CNNB/OPNIB (in good standing) and, if applicable, the province where you currently reside as mandated by your provincial regulatory body. - Optional certifications such as CNA telehealth/virtual care training are considered an asset. - Demonstrates passion for improving healthcare access and outcomes, attention to detail, accountability, and commitment to excellence. - Strong organizational and time-management skills; ability to manage multiple priorities and clinical tasks. - Effective communication skills for conveying complex clinical information to patients, colleagues, and healthcare partners. - Experience working with cross-functional teams in a cooperative and supportive environment. Home Office Requirements: - Reliable high-speed internet connection. - Private, secure workspace to ensure patient confidentiality. - Computer or laptop capable of running multiple applications and virtual care platforms. Language Proficiency: Proficiency in English is required; bilingual (English/French) candidates are strongly encouraged to apply. Additional Information: - - This is an independent contractor position. - Must be licensed in New Brunswick. This role may involve the use of approved artificial intelligence (AI) tools to support day-to-day tasks, improve efficiency, and enhance decision-making. Examples may include automated workflows, data-supported recommendations, drafting or summarization tools, or candidate/employee interaction tools (as applicable to the role). About Assistance Services Group Assistance Services Group (ASG), a Foundever Group company, is committed to building positive and lasting relationships with our clients’ customers, employees and citizens. We provide enterprise-wide services addressing needs across a variety of industries, including automotive, healthcare, insurance and legal. But regardless of the industry, our goal remains the same: to provide timely assistance and information for the moments that matter most. Whether it’s car trouble in the middle of nowhere, or child’s fever in the middle of the night, we pride ourselves on being there 24/7 with prompt, professional and experienced help. EEO Statement Foundever is committed to Global Ethics and is an equal opportunity employer. We are committed to fostering a diverse, inclusive and equitable work environment where all associates are represented, supported and treated with fairness and respect. We believe in selecting, developing and rewarding the best candidate for the job based on the requirements and responsibilities of the role. If you are

Role Description Assure le leadership clinique et la supervision de la clinique de soins virtuels du Nouveau-Brunswick, en veillant à la prestation de soins aux patient·e·s et de services de haute qualité. Soutient l’élaboration et la mise en œuvre de politiques fondées sur des données probantes, conformes aux normes de la NANB. Surveille la qualité et la performance par le biais d’audits et de la résolution des enjeux, et veille au respect des ententes de niveaux de service (SLA) et des exigences contractuelles. Soutient les infirmier·ère·s praticien·ne·s (IP) contractuel·le·s, collabore avec les conseillers médicaux et les équipes opérationnelles, échange avec des partenaires externes et des client·e·s, et soutient la communication et le suivi auprès des patient·e·s afin d’assurer le succès du programme. Responsibilities - Fournir un leadership clinique et un encadrement professionnel à une équipe d’IP autonomes offrant des soins primaires virtuels. - Agir comme ressource clinique et mentor·e pour les cas complexes, à forte acuité ou incertains. - Favoriser un environnement de pratique collaboratif qui respecte le champ de pratique des IP et l’autonomie dans la prise de décisions cliniques. - Soutenir l’uniformité de la prestation de soins virtuels fondés sur des données probantes au sein de l’équipe. - Agir à titre d’IP de garde désigné·e pour les consultations cliniques et le soutien en cas d’escalade. - En collaboration avec les conseillers médicaux, fournir des conseils en temps réel pour les présentations complexes, les enjeux de gestion des risques et de sécurité des patient·e·s. - Repérer les tendances, les risques et les occasions d’amélioration dans la prestation des services virtuels. - Veiller à ce que la pratique soit conforme aux normes de la NANB, aux règlements provinciaux, et que le champ de pratique et l’autonomie des IP soient bien compris et respectés. - Soutenir la résolution des enjeux liés à la qualité clinique ou à la sécurité des patient·e·s, participer aux enquêtes d’incidents et examiner les plaintes des patient·e·s sous un angle clinique. - Contribuer à l’élaboration et à l’amélioration de politiques cliniques et de protocoles de soins virtuels fondés sur des données probantes. - Soutenir la mise en œuvre de nouvelles initiatives cliniques ou d’améliorations des services. - Collaborer et rencontrer régulièrement les conseillers médicaux, la direction opérationnelle et, au besoin, les parties prenantes externes afin d’examiner les tendances cliniques, les enjeux de risque et les préoccupations émergentes. - Examiner les rapports du programme clinique et contribuer à l’amélioration des services fondée sur les données. - Soutenir le respect des ententes de niveaux de service (SLA) et des obligations contractuelles. - Soutenir la communication avec les patient·e·s et les situations de suivi complexes, au besoin. Qualifications - Minimum de 3 à 5 ans d’expérience à titre d’IP (idéalement en soins primaires ou en soins urgents), avec d’excellentes compétences en raisonnement diagnostique et en évaluation clinique. - Expérience préalable en soins virtuels ou en télésanté considérée comme un atout. - Expérience en amélioration de la qualité, révision de cas et gouvernance clinique. - Connaissance des opérations de centres de contact ou d’environnements de soins virtuels à haut volume, des indicateurs de performance (KPI), des ententes de niveaux de service (SLA) et des rapports cliniques, avec la capacité d’interpréter les données afin d’améliorer la qualité et les services. - Expérience préalable, formelle ou informelle, en leadership clinique. - Maîtrise en sciences infirmières (programme de maîtrise IP – axé sur la pratique clinique). - Permis ou inscription auprès de la NANB (en règle) et, le cas échéant, auprès de l’organisme de réglementation de la province de résidence, conformément aux exigences provinciales. - Certifications facultatives, telles que la formation de l’AIIC (CNA) en télésanté ou soins virtuels, considérées comme un atout. - Démontre un engagement envers l’avancement de modèles novateurs de prestation de soins de santé et une contribution significative à la mission et à la vision de l’organisation. - Offre constamment un travail de grande qualité, avec des normes élevées de performance et un souci des résultats. - Gère efficacement plusieurs priorités grâce à de solides compétences en planification, organisation et priorisation. - Communique de façon claire, directe et précise, et sait traduire de l’information complexe en messages faciles à comprendre. - Travaille efficacement au sein d’équipes multidisciplinaires et maintient de solides relations professionnelles entre les disciplines. - Comprend les opérations de centres de contact et de soins virtuels, interprète les KPI et les rapports, et soutient les améliorations de processus afin de respecter les exigences de performance et contractuelles. - Maîtrise de la suite Microsoft Office (Excel, Word, PowerPoint, Outlook) pour l’analyse de données, la préparation de documents, les rapports, les présentations et les communications professionnelles. Benefits - Le salaire de départ pour ce poste est de 130000 $ CAD par année ; toutefois, le salaire de base offert peut varier en fonction de l’emplacement, des connaissances liées à l’emploi, de la formation, des compétences et de l’expérience. - Bonus trimestriel: Admissibilité à participer à un programme de bonus trimestriel basé sur la performance, offrant un potentiel de gain supplémentaire lié à la performance individuelle et/ou commerciale. - Prime bilingue: Prime annuelle pour les candidats répondant aux exigences de rôle bilingue. Requirements - Toute offre d’emploi est conditionnelle à la réussite d’une vérification des antécédents judiciaires, couvrant toute activité criminelle dans chaque lieu de résidence au cours des sept dernières années.

Role Description Provides clinical leadership and oversight for the NB virtual care clinic, ensuring high-quality patient care and service delivery. Supports the development and implementation of evidence-based policies in compliance with NANB standards, monitors quality and performance through audits and issue resolution, and ensures adherence to SLAs and contractual requirements. Supports contracted NPs, collaborates with medical advisors and operational staff, engages external partners and clients, and supports patient communication and follow-up to drive program success. Summary of Responsibilities - Provide clinical leadership and professional guidance to a team of autonomous NPs delivering virtual primary care. - Serve as a clinical resource and mentor for complex, high-acuity, or uncertain cases. - Foster a collaborative practice environment that respects NP scope of practice and independent clinical decision-making. - Support consistency in evidence-informed virtual care delivery across the team. - Act as the designated on-call NP for clinical consultation and escalation support. - Along with Medical Advisors, provide real-time guidance for complex presentations, risk management concerns, and patient safety issues. - Identify trends, risks, and opportunities for improvement in virtual service delivery. - Ensure practice aligns with NANB standards, provincial regulations, and ensures NP scope and autonomy are clearly understood and upheld. - Support resolution of clinical quality or patient safety concerns, participate in incident investigations, and review patient complaints with a clinical lens. - Contribute to development and refinement of evidence-based clinical policies and virtual care protocols. - Support implementation of new clinical initiatives or service enhancements. - Collaborate and meet with medical advisors, operational leadership, and external stakeholders (as needed) regularly to review clinical trends, risk issues, and emerging concerns. - Review clinical program reports and contribute to data-informed service improvements. - Support alignment with service-level agreements (SLAs) and contractual obligations. - Assist with patient communication and complex follow-up situations when required. Qualifications - Minimum 3-5 years of NP practice experience (preferably in primary care or urgent care) with strong diagnostic reasoning and assessment skills. - Previous experience in virtual care/telehealth delivery considered an asset. - Experience in quality improvement, case review, and clinical governance. - Knowledge of contact centre or high-volume virtual care environment operations, performance metrics (KPIs), service-level agreements (SLAs), and clinical reporting, with the ability to interpret data to drive quality and service improvements. - Previous formal or informal clinical leadership experience. - Master of Nursing (MN NP Program) – clinical practice-focused Nurse Practitioner (NP). - License/registration with both NANB (in good standing) and, if applicable, the province where they are currently residing as mandated by their provincial regulatory body. - Optional certifications like CNA telehealth/virtual care training considered an asset. - Demonstrates commitment to advancing innovative healthcare delivery and contributing meaningfully to the organization’s mission and vision. - Consistently delivers high-quality work, with a strong standard of performance and attention to outcomes. - Effectively manages multiple priorities with strong planning, organization, and prioritization skills. - Communicates clearly, directly, and accurately, translating complex information into understandable messaging. - Works effectively within cross-functional teams and maintains strong professional relationships across disciplines. - Understands contact centre and virtual care operations, interprets KPIs and reporting, and supports process improvements to meet performance and contractual obligations. - Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) for data analysis, document preparation, reporting, presentations, and professional communication. Benefits - Base Salary of $130,000 annually, commensurate with experience and qualifications. - Quarterly Bonus: Eligibility to participate in a performance-based quarterly bonus program, providing additional earning potential tied to individual and/or business performance. - Bilingual Premium: Annual premium for candidates who meet bilingual role requirements. Pre-employment Requirements - Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.