Desjardins team leader coordinating management - support activities, experienced professionals, budgets, and strategic initiatives. Hybrid role based in Montréal or Lévis.
About the role
- Quality Team Leader overseeing team performance and customer escalations in insurance claims. Driving quality standards and continuous improvement in a remote work environment.
Responsibilities
- Lead, coach, and develop a team of Quality Specialists.
- Analyze quality, complaint, and performance data to identify opportunities for improvement.
- Support process improvements, operational initiatives, and change management activities.
- Conduct performance reviews, one-on-one meetings, and coaching sessions.
- Monitor productivity, quality, and service levels to achieve team goals.
- Manage workload distribution and support operational efficiency.
- Serve as the escalation point for complex or high-risk customer escalations, concerns, and complaints.
- Oversee quality checks and assurance across the team's work to ensure accuracy, consistency, and adherence to standards.
- Ensure quality checks and complaint handling meet regulatory requirements and company standards.
- Collaborate with Claims, Quality, Compliance, Legal, and Customer Experience teams to resolve issues and improve outcomes.
- Ensure functional rule application locally and support audit process and closing findings as required.
- Engage directly with customers and partners to resolve concerns and strengthen relationships.
- Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use.
Requirements
- Associate's degree or equivalent combination of education and experience
- 3+ years of experience in quality assurance, complaints handling, claims, insurance operations, or a related field
- Previous leadership, supervisory, or team lead experience preferred
- Strong understanding of quality assurance, complaint resolution, and regulatory requirements
- Proven coaching and employee development skills
- Excellent problem-solving, decision-making, and conflict-resolution abilities
- Strong analytical and communication skills
- Ability to manage multiple priorities in a fast-paced environment
- Proficiency with Microsoft Office and operational reporting tools.
Benefits
- Health, dental, and vision insurance
- Retirement savings plans
- Paid time off
- Work Well programs
- Professional development courses
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