Quality Analyst

Green Shield Canada (GSC); Ontario; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading not-for-profit health and benefits company is seeking a Quality Analyst to enhance service delivery through data analysis and performance evaluation. The role involves collaborating with various teams to implement quality standards and improve processes. Ideal candidates will have strong analytical skills and experience in insurance operations, with a commitment to continuous improvement and compliance.

Qualifications

• Minimum 3 years’ experience in insurance operations.
• 1-2 years of experience in quality assurance or process improvement.

Responsibilities

• Analyze quality and performance data from multiple insurance functions.
• Conduct detailed root cause analyses to identify process inefficiencies.

Skills

Analytical Skills

Communication

Collaboration

Education

Post-secondary education in Business Administration

Post-secondary education in Insurance

Post-secondary education in Analytics

Tools

PowerBI

Speech Analytics Platforms

Job description

WHO WE ARE
When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. 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 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 brings worlds of coverage and care together, all in one place.
We’re noble challengers, purposefully building a better way, and we need the best people to help us create a more holistic approach that takes care of the mind and body.

Our mission is to create better health for all Canadians, and we know that starts with our employees.

THE ROLE IN A NUTSHELL

As a 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 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., PowerBI), 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

• 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.

NICE TO HAVE

• Bilingualism (English/French) is an asset.

THE CULTURE

We believe a career should be meaningful. Not just a means to earn a living. Our culture is one where everyone's voice is heard and valued. Because that’s what it takes to create better health for all. We dare to challenge the status quo. And we’re driven by people who have challenged theirs. We believe that your workplace should empower you to be the best version of yourself. That’s why we provide a place where you can be inspired, challenged, and rewarded.

Where your growth means our growth.
Where your voice is heard and valued.
Where your work has purpose. And purpose matters.

We believe our people are critical to our overall success. Inclusivity makes us a stronger, smarter, and more informed organization. Being intentionally inclusive of diverse backgrounds, perspectives, and experiences will enhance our company culture to positively impact how we support our communities. A career at GreenShield isn’t just about personal achievements; it's about making a difference together.

Here’s to Better Health for All!

A FEW MORE DETAILS

Proficiency in English is required for this position. As part of this role, you will be required to communicate with colleagues or customers who use English as their primary language. By requiring English proficiency, we aim to ensure that our employees can excel in their roles, collaborate, communicate effectively, and contribute to the success of our organization.

GS supports diversity, equity, and inclusion in our teams and communities, and we value the unique contributions made by all. Even if your experience doesn’t align perfectly with every requirement, we invite you to apply. We encourage applications from all candidates and will accommodate needs under human rights legislation throughout all stages of the recruitment and selection process. Please let us know of any accommodation requests at [e-mail]. Information received relating to accommodation will be addressed confidentially.

Providing this information gives GS consent to use your personal information to assess your suitability for specific positions, future opportunities, or for your personnel file. Your résumé will be held in strict confidence and will be viewed only by the Organization. Information may be stored outside of Canada and could be used for aggregate statistical purposes (which uses no personal identification).