Quality Assurance & Training Coordinator (6-Month Secondment)

What You’ll Do:
The Quality Assurance & Training Coordinator is responsible for training, monitoring, evaluating and coaching staff on call handling, call resolution and quality file management to provide optimum service to Orbit’s customers

Conducts staff call observation and file audits on a scheduled basis to ensure service standards are met. This includes auditing files to ensure technical underwriting and internal process protocols (e.g., properly entering data, documentation, etc.) have been followed.
Provides department manager & broker with audit results to offer feedback, identify coaching opportunities and to develop individual performance plans.
Provides managers, with monthly audit reports. Based on the reports, makes recommendations to the managers on individual and departmental training requirements.
Creates and delivers targeted training presentations.
Onboard training of new employees (Systems, workflows, transaction audits).
Recognizes and motivates customer service and sales representatives to maximize performance.
Keeps customer information confidential to protect operations. Ensures staff audit summaries and action plans are filed appropriately.
Assists the management team within the group home & auto division with the implementation of programs and new integration initiatives.
Helps the management team within Sales & Service in investigating and troubleshooting customer service issues & file escalations.
Provides customer service support as required.
Provides reports and call auditing to assist in complaint resolution.
Performs other duties within competence, as assigned.

Let’s Talk About You:

A college diploma or equivalent insurance industry designation.
Licensed.
A minimum of two years’ experience in underwriting is preferred.
A minimum of three years’ experience in customer service or a contact center environment.
Exceptional communication skills and the demonstrated ability to deal effectively with all levels of internal and external stakeholders.
Superior time management, project management and organizational skills to manage competing priorities.
Knowledge of Applied Epic, Carrier portals, Applied Rating Services and call-monitoring software applications.
Intermediate knowledge of Microsoft Office Suite applications.
The ability to fluently communicate in both English and French is an asset

We also consider your potential. If you know you have what it takes to do the job, but your experience doesn’t exactly match the qualifications above, we encourage you to apply and provide us with more details about why you think you would be a great fit.

Salary Range: Min: $57,669, Mid: $72,086, Max: $86,504

This position offers a competitive salary along with rewarding bonuses that recognize your dedication.

At the OTIP Group of Companies (OGC), we value transparency and take multiple factors into account when determining your starting salary, including your skills, experience, and alignment with the role as well as internal equity, while positioning you for continued growth and recognition over time.

Some of the Perks We Offer:

We offer best-in-class pension and benefits, total reward programs and comprehensive mental wellness support to set you up for every success in and outside of work. Here are just some of the reasons you’ll love working here:

Defined benefit pension plan for a financially confident retirement
100% coverage of approved continuing education and licensing fees
Access to a wealth of learning resources, including LinkedIn Learning for professional development
Flexible work-from-home and hybrid options
Unlock your potential with opportunities for advancement

Let’s work together! If you are interested in this opportunity, please apply online.