Bilingual Quality Assurance Specialist, Claims QC

Echelon 56; Montreal; On-site; CAD 60,000 - 80,000; Full time

Job summary

Echelon Insurance is seeking a Bilingual Quality Assurance Specialist to enhance customer experience through quality assurance feedback. The role involves conducting operational reviews of claims files, identifying trends, and supporting performance improvement initiatives. Join a collaborative team committed to delivering exceptional service and continuous learning.

Benefits

Work-life harmony with holistic wellness program

Continuous learning and education reimbursement

Travel incentives and product discounts

Pay-for-performance recognition programs

Competitive benefits including a defined contribution plan

Qualifications

• 3-5 years of claims experience.
• Holder of 5A AMF license, or 5B and 5C strongly preferred.
• Knowledge of ARDFPS (Act Respecting the Distribution of Financial Products and Services).

Responsibilities

• Conduct quality reviews emphasizing adherence to best practices and compliance.
• Identify improvement opportunities and trends, contributing to action plans.
• Support colleague coaching, mentoring, and group training.

Skills

Proficiency in English

Proficiency in French

Claims experience

Knowledge of ARDFPS

Education

University Degree or College diploma

Job description

Job Title: Bilingual Quality Assurance Specialist, Claims QC

Echelon Insurance provides Personal and Commercial Specialty Insurance solutions to protect Canadian families and businesses across Canada, through our trusted network of Broker partners. Echelon is a member of the CAA Club Group of Companies and is an equal opportunity employer who offers a professional environment that champions collaboration, trust, and growth to drive success. We cultivate a great working dynamic to help us deliver what is best for our associates, Brokers, and Customers.

Who we are

Join an award-winning, purpose-driven culture at CAA Club Group of Companies (CCG), where purpose leads to passion! We are committed to delivering an exceptional Associate experience.

We offer:

• 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 including a defined contribution plan, personal spending account, and more.

Join our growing team where everyone belongs!

Role Summary

Reporting to the Quality Assurance and Compliance Manager, the Quality Assurance Analyst will conduct operational reviews of claims files to enhance customer experience through quality assurance feedback and reporting. The role involves call quality reviews focusing on compliance, identifying trends, supporting performance improvement, and recommending process enhancements.

Responsibilities

• Conduct quality reviews emphasizing adherence to best practices and compliance.
• Identify improvement opportunities and trends, contributing to action plans.
• Focus on customer experience through call quality reviews.
• Participate in training and improvement activities based on quality assurance trends.
• Support colleague coaching, mentoring, and group training.
• Ensure compliance with regulatory and internal reporting requirements.
• Assist with customer escalations as needed.
• Support quality assurance reporting requirements.
• Identify trends and opportunities to improve claims service quality and performance.
• Maintain documentation for workflows, audits, and compliance.

Qualifications

• 3-5 years of claims experience.
• University Degree or College diploma preferred.
• Proficiency in English and French, both oral and written communication skills required.
• Holder of 5A AMF license, or 5B and 5C strongly preferred.
• Knowledge of ARDFPS (Act Respecting the Distribution of Financial Products and Services).

Our Commitment

We are an equal opportunity employer committed to providing employment accommodations in accordance with applicable legislation. Please notify us if you require accommodations during the recruitment process.