JOB DESCRIPTION
Job Title: Process Administrator
Job Status: Permanent
Team: Registration
Reports to: Team Lead, Initiatives, Performance & Quality
Job Level: 4
I. JOB PURPOSE Supports the design, implementation, and monitoring of business operations and data needs across Registration, Customer Service, and Documentation and Information Verification (DIVR) teams.
II. KEY RESPONSIBILITIES Supports teams' digital platforms, including CRM, through day-to-day monitoring and review of database entries ensuring accuracy and updating entries, as required; identifies patterns and issues concerning data and operational quality and collaborates with Team Leads to support staff training needs and business process improvements
Identifies duplicate contacts across digital platforms, merges files, and deactivates nonessential data; checks vendor exam portals to facilitate matches with CNO's own CRM data
Conducts call quality checks and provides weighted grading against scorecard, ensuring that all calls contain required customer service components; provides feedback to Call Centre Team Lead
Supports operational quality initiatives and use of team reports by monitoring key performance indicators, identifying service challenges, and providing Team Leads with information related to operational activities
Supports the evaluation of business processes for accuracy and staff adherence
Acts as a resource on operational data by identifying and sharing opportunities for process improvements and collaborating with the Development & IT Operations team to implement system changes
III. REQUIRED QUALIFICATIONS Education and Experience
Completion of undergraduate degree.
Minimum three years of experience in a similar role
Organizational Competencies




Innovation - Curiously cultivate new ideas with a desire to learn and a collective focus on the best outcome.
Integrity - Conduct every interaction with fairness, honesty, and mutual respect.
Collaboration - Work with the right people at the right time to make the best-informed decision.
Well-being - Care for the physical, mental, spiritual, and emotional needs of ourselves and others.
Job Competencies, Knowledge, Skills
Analytical and Critical Thinking - compares data in digital platforms to identify duplicate contact information; merges contacts and makes informed assumptions when determining nonessential data to discard. Identifies service challenges and investigates contributing factors.
Attention to Detail - checks database entries to ensure quality of information; develops methods for tracking tasks and identifies key details, including duplicate and missing information, across multiple digital platforms.
Communication - shares information and updates with team leads in a timely manner ensuring challenges are communicated clearly and concisely.
Planning and Organizing - breaks complex activities into smaller more manageable ones and prioritizes work with set timelines such as when reviewing operational data and supporting new technology solutions; monitors progress towards goals and adjusts plans as necessary to meet timelines.




Problem Solving - gathers information from call quality checks and team reports to help identify learning opportunities; identifies potential solutions from existing possibilities and makes timely decisions to solve service challenges
Proficient in MS Office Suite such as Word, PowerPoint, Excel and Outlook, Adobe Pro and collaborative technologies such as SharePoint, Teams and Zoom.
Hiring Range: Full
Salary Range:
Our DEI Commitment The College of Nurses of Ontario protects the public by promoting safe nursing practice. We strive to be diverse, inclusive, fair, equitable and accessible by addressing barriers and promoting dignity and respect for all.
If you require Code-protected accommodation at any time during the recruitment process, please contact [email protected] citing "Request for Accommodation" in the subject line.
Land Acknowledgement The College of Nurses of Ontario (CNO) operates on the traditional, ancestral and unceded territories of many Indigenous communities across Ontario which continue to be home to Indigenous peoples.
CNO's office is in Toronto, on land that is the traditional territory of many nations including the Mississaugas of the Credit, the Anishnabeg, the Chippewa, the Haudenosaunee and the Wendat peoples.
Our hiring process may use artificial intelligence (AI) tools to assist in screening applications.
About CNO Our purpose is to protect the public by promoting safe nursing practice. Just like nurses who uphold CNO's standards every day, CNO staff are also accountable. Every day CNO staff initiate, innovate and lead current programs to strengthen patient safety in our health care system.

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📌 Process Administrator (Ontario)
🏢 College of Nurses of Ontario
📍 Ontario