Insurance Quality Assurance Analyst (18 month contract), North Peel Regional Municipality …

Position Details What You Will Do:

Perform evaluations on recorded calls for internal business partners

Identifying trends and areas of improvement, including process improvement

Work on projects as required, both from leading small projects to representing BS 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

Communication 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

Please note, salary range is not inclusive of total compensation. The expected salary range for this position will be impacted by factors such as the successful candidate’s skills, experience and working location, as well as the specific position’s business line, scope and level. Candidates with salary expectations outside of the range are encouraged to apply.

Who You Are

As a successful candidate you will have post-secondary education along with front line experience in Insurance Sales a/o Service. Three to five years' experience is preferred

A self started with excelled 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

Benefits

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, and

Competitive benefits that include a defined contribution plan, personal spending account, and so much more

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.

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