About the role

Quality Assurance and Training Coordinator auditing calls and insurance files for OTIP Group customers. Coaching staff, delivering training, and supporting service improvements across home and auto insurance operations.

Responsibilities

Train, monitor, evaluate and coach staff on call handling, call resolution and quality file management
Conduct scheduled staff call observations and file audits
Audit files for technical underwriting and internal process compliance
Provide audit results and feedback to department managers and brokers
Identify coaching opportunities and develop individual performance plans
Prepare monthly audit reports and recommend individual and departmental training requirements
Create and deliver targeted training presentations
Conduct onboarding training for new employees on systems, workflows and transaction audits
Recognize and motivate customer service and sales representatives
Maintain confidentiality of customer information
File staff audit summaries and action plans appropriately
Assist with implementation of programs and integration initiatives in the group home and auto division
Investigate and troubleshoot customer service issues and file escalations
Provide customer service support as required
Provide reports and call auditing to assist in complaint resolution
Perform other duties within competence as assigned

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 ability to deal effectively with internal and external stakeholders
Superior time management, project management and organizational skills
Knowledge of Applied Epic, Carrier portals, Applied Rating Services and call-monitoring software applications
Intermediate knowledge of Microsoft Office Suite applications
Fluency in both English and French is an asset

Defined benefit pension plan for a financially confident retirement
100% coverage of approved continuing education and licensing fees
Access to learning resources, including LinkedIn Learning for professional development
Flexible work-from-home and hybrid options
Opportunities for advancement
Rewarding bonuses that recognize your dedication
Best-in-class benefits
Total reward programs
Comprehensive mental wellness support