Insurance Quality Assurance Analyst - Orion

Echelon Insurance; Vaughan; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading insurance firm is seeking an Insurance Quality Assurance Analyst in Vaughan, Ontario. The successful candidate will evaluate recorded calls and identify improvement opportunities, engaging in various quality assurance projects. Ideal candidates will have post-secondary education, experience in insurance sales or service, and strong analytical and communication skills. The company offers a dynamic work environment and various employee benefits.

Benefits

Holistic wellness program

Continuous learning opportunities

Travel incentives and discounts

Competitive benefits package

Qualifications

• 3-5 years of experience in Insurance Sales or Service preferred.
• Experience in travel medical insurance is a plus.
• Ability to present creative solutions.

Responsibilities

• Evaluate recorded calls for internal business partners.
• Identify trends and process improvement opportunities.
• Maintain Quality Guide Standards for each line of business.

Skills

Communication skills

Analytical skills

MS Office proficiency

Problem-solving skills

Team collaboration

Education

Post-secondary education

Job description

Insurance Quality Assurance Analyst - Orion

Our P&C Insurance Company offers a dynamic professional environment which strives to offer the ultimate customer experience. We share in each other’s successes, drive change and support each other while cultivating a great working environment to deliver on what is best for the customer.

Who we are

Are you ready to join an award-winning, purpose-driven culture? Welcome to the CAA Club Group of Companies (CCG), where purpose leads to passion!

At CCG, we are committed to delivering an exceptional Associate experience. We offer:

• Work-life harmony with access to an award-winning holistic wellness program
• Continuous learning through our robust corporate curriculum and education reimbursement program
• Incredible rewards, travel incentives, and product and service discounts
• Pay-for-performance and best-in-class recognition programs
• Competitive benefits that include a defined contribution plan, personal spending account, and so much more

Join our growing team where everyone belongs!

Please note that internal applicants are asked to formally express their interest by applying online no later than 10 business days of the position being posted.

What You Will Do

• Perform evaluations on recorded calls for internal business partners
• Identify trends and areas of improvement, including process improvement
• Work on projects as required, both from leading small projects to representing QA on CAA projects
• Maintain and suggest updates to Quality Guide Standards for each line of business
• Design, improve and maintain key quality reports, QA documents and guides
• Perform trend analysis, identify performance gaps and quality improvement opportunities
• Conduct root cause analysis to ensure accuracy and integrity of quality data
• Communicate analysis results and improvement recommendations to stakeholders
• Identify key focus areas according to call monitoring findings
• Communicate findings and suggestions to Quality Supervisor, Operations Supervisors and Call Centre Supervisors
• Collaborate with other departments to close knowledge gaps through communications and training initiatives
• Facilitate QA presentations and meetings to LOB partners

Who you Are

• As a successful candidate you will have post-secondary education along with front line experience in Insurance Sales or Service. Three to five years’ experience is preferred
• Travel medical insurance experience is a plus/asset
• A self starter with excellent communication skills, both verbal and written with an ability to present creative/innovative ideas and solutions
• Strong skills in MS Office
• Experience in successfully analyzing key quality performance metrics, as well as implementing and maintaining quality procedures and processes
• Excellent decision making and problem solving skills coupled with strong communication skills, will allow you to present your evaluations and recommendations to influence and engage others

Our Commitment

We are an equal opportunity employer and are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). CAA CCG will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.