Bilingue, Analyste de la qualité / Bilingual, Quality Analyst

GreenShield; Ontario; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading company in the insurance sector is seeking a Bilingual Quality Analyst to support their quality program. The role involves analyzing data and evaluating operations, including claims processing and client administration. Ideal candidates will possess strong analytical skills and a background in insurance operations, along with a commitment to continuous improvement and collaboration.

Qualifications

• Minimum 3 years’ experience in insurance operations.
• 1-2 years of experience in quality assurance or process improvement.
• Ability to communicate effectively with diverse stakeholders.

Responsibilities

• Analyze quality and performance data from multiple insurance functions.
• Develop and maintain dashboards and reports for quality trends.
• Collaborate with cross-functional teams to support quality standards.

Skills

Bilingualism (English / French)

Analytical Skills

Strong Communication Skills

Education

Post-secondary education in Business Administration, Insurance, or Analytics

Tools

Power BI

Job description

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Human Resources Services Partner - Talent at Green Shield Canada (GSC)

Job available in these locations :

Windsor, ONTARIO, Canada

Toronto, ONTARIO, Canada

THE ROLE IN A NUTSHELL

As a Bilingual, Quality Analyst, you will play a vital role in supporting the Quality Program by analyzing data and evaluating the quality and performance of GreenShield operations including areas such as contact centre services, claims processing, client administration, and onboarding. Your insights will help identify trends, uncover root causes of issues, and provide actionable recommendations that empower operational teams to enhance service delivery and compliance.

Key Responsibilities

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

WHO WE'RE LOOKING FOR

• Bilingualism (English / French) is a requirement
• Minimum 3 years’ experience in insurance operations with strong operational knowledge, training and experience in multiple facets of service offerings
• Post-secondary education in Business Administration, Insurance, Analytics, or related field
• 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 using tools
• Experience with speech analytics platforms and / or quality management systems is highly desirable
• Solid understanding of insurance operations including claims, client administration, onboarding, and contact centre environments
• Knowledge of quality assurance methodologies (Lean, Six Sigma) and root cause analysis techniques
• Ability to translate complex data into clear, actionable insights and communicate effectively with diverse stakeholders
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced, evolving environment
• Detail-oriented with a commitment to compliance, risk mitigation, and continuous improvement
• Excellent collaboration skills and ability to work cross-functionally
• Resilient and adaptable, comfortable navigating ambiguity and change
• Proactive problem solver with a continuous improvement mindset
• Strong stakeholder management and interpersonal communication skills
• Experience supporting or working closely with training and automation teams
• Commitment to ongoing professional development and learning new technologies

Seniority level

Seniority level

Associate

Employment type

Employment type

Full-time

Job function

Job function

Analyst

Insurance

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