BILINGUAL, QUALITY AND CUSTOMER INSIGHTS ANALYST - HYBRID

Green Shield Canada; Montreal; On-site; CAD 60,000 - 80,000; Full time

Job summary

A not-for-profit health organization in Montreal is seeking a Bilingual Quality Analyst to enhance quality and performance in operations. This role involves analyzing data, providing actionable insights, and collaborating with cross-functional teams. Ideal candidates are bilingual and possess 3+ years in insurance operations. Join us to make a real impact on health care delivery while growing in a supportive culture.

Qualifications

• Minimum 3 years’ experience in insurance operations with knowledge in multiple service facets.
• 1-2 years of experience in quality assurance or performance analysis.
• Knowledge of quality assurance methodologies like Lean or Six Sigma.

Responsibilities

• Analyze quality and performance data from insurance functions.
• Develop dashboards and reports for quality communication.
• Provide data-driven insights for coaching and training.

Skills

Bilingualism (English/French)

Strong analytical skills

Excellent collaboration skills

Proactive problem solver

Detail-oriented

Education

Post-secondary education in Business Administration, Insurance, or related fields

Tools

Power BI

Speech analytics platforms (NICE, Verint)

Job description

WHO WE ARE

When it comes to health, we’re always looking for ways to push for better. That’s why we were founded in 1957. Our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her health by forgoing her own medicine to pay for her sick daughter’s prescription. He knew there had to be a better way. So, he introduced North America’s first prepaid drug plan, and GreenShield was born as a not-for-profit organization with a mission to support better health for all Canadians.

We aren’t just a health and benefits company. We’re the only not-for-profit social enterprise that combines coverage and care, all in one place.

We’re noble challengers, purposefully building a better way, and we need the best people to help us create a holistic approach that cares for both mind and body.

Our mission is to create better health for all Canadians, starting with our employees.

THE ROLE IN A NUTSHELL

As a Bilingual, Quality Analyst, you will support the Quality Program by analyzing data and evaluating the quality and performance of GreenShield operations, including contact centre services, claims processing, client administration, and onboarding. Your insights will identify trends, root causes, and provide actionable recommendations to improve service delivery and compliance.

Key Responsibilities

• Analyze quality and performance data from insurance functions such as contact centre interactions (phone, email, chat), claims, client administration, and onboarding.
• Utilize speech analytics platforms (NICE, Verint), business intelligence tools (Power BI), and quality management systems to monitor KPIs, SLAs, and compliance metrics.
• Conduct root cause analyses using methodologies like 5 Whys, Fishbone diagrams, and journey mapping to identify inefficiencies and recurring errors.
• Develop dashboards, scorecards, and reports to communicate quality and performance trends to supervisors and teams.
• Provide data-driven insights and recommendations to support coaching, training, and process improvements.
• Collaborate with cross-functional teams—including claims, client services, onboarding, automation, and customer experience—to implement quality standards and process enhancements.
• Monitor customer and stakeholder feedback metrics such as NPS, CSAT, and escalation data for improvement opportunities.
• Support project teams with analytical assessments of process adherence and performance outcomes.
• Assist training teams by delivering quality insights to reinforce best practices and continuous learning.
• Maintain documentation of quality reviews, audit findings, and improvement initiatives for transparency and compliance.

WHO WE'RE LOOKING FOR

• Bilingualism (English/French) is required.
• Minimum 3 years’ experience in insurance operations with strong operational knowledge and experience in multiple service facets.
• Post-secondary education in Business Administration, Insurance, Analytics, or related fields.
• 1-2 years of experience in quality assurance, performance analysis, audit, or process improvement within insurance or related industries.
• Strong analytical skills with proficiency in data analysis, visualization, and interpretation tools.
• Experience with speech analytics platforms and quality management systems is highly desirable.
• Solid understanding of insurance operations including claims, client administration, onboarding, and contact centres.
• Knowledge of quality assurance methodologies (Lean, Six Sigma) and root cause analysis techniques.
• Ability to translate complex data into clear insights and communicate effectively with stakeholders.
• Strong organizational skills to manage multiple priorities in a fast-paced environment.
• Detail-oriented with a focus on compliance, risk mitigation, and continuous improvement.
• Excellent collaboration skills and cross-functional teamwork ability.
• Resilient and adaptable, comfortable with ambiguity and change.
• Proactive problem solver with a continuous improvement mindset.
• Strong stakeholder management and interpersonal skills.
• Experience supporting or working with training and automation teams.
• Commitment to ongoing professional development and learning new technologies.

THE CULTURE

We believe a career should be meaningful, not just a way to earn a living. Our culture values everyone’s voice. We challenge the status quo and are driven by people who challenge theirs. We aim to empower you to be your best, providing a workplace where you can be inspired, challenged, and rewarded.

Where your growth is our growth.

Where your voice is heard and valued.

Where your work has purpose. And purpose matters.

Our people are critical to our success. Inclusivity makes us stronger, smarter, and more informed. Embracing diverse backgrounds, perspectives, and experiences enhances our culture and community support. A career at GreenShield is about making a difference together.

Here’s to Better Health for All!

A FEW MORE DETAILS

Proficiency in English is required, as communication with colleagues and customers primarily uses English. We support diversity, equity, and inclusion and value contributions from all candidates. Even if your experience doesn’t align perfectly with every requirement, we encourage you to apply. We will accommodate needs under human rights legislation throughout the recruitment process. Please inform us of any accommodations. Information related to accommodations will be confidential.

Providing this information allows GS to use your personal data to assess suitability for roles and future opportunities. Your résumé will be kept confidential, viewed only by the organization, and may be stored outside Canada for statistical purposes.