Insurance Quality Assurance Analyst (Sales/Service) (Vaughan)

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 solid 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. #J-18808-Ljbffr Apply on Kit Job: kitjob.ca/job/2oe016