QUALITY ANALYST (HYBRID)

Green Shield Canada (GSC); Windsor; On-site; CAD 60,000 - 75,000; Full time

Job summary

A leading health and benefits company is seeking a Quality Analyst to enhance service delivery through data analysis and performance evaluation. The role involves collaborating with cross-functional teams to identify trends and improve operational processes, ensuring compliance and quality standards are met.

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 insurance functions.
• Develop and maintain dashboards and reports for performance trends.

Skills

Analytical Skills

Communication

Problem Solving

Education

Post-secondary education in Business Administration

Post-secondary education in Insurance

Post-secondary education in Analytics

Tools

Power BI

Speech Analytics Platforms

Job description

WHO WE ARE
When it comes to health, we’re always looking for waysto push for better. It’s why we were founded in the first place. In 1957, ourfounder, pharmacist William Wilkinson, witnessed a mother sacrifice her healthby forgoing her own medicine to pay for her sick daughter’s prescription. Heknew there had to be a better way. So, he introduced North America’s firstprepaid drug plan, and GreenShield was born as a not-for-profit with a missionto support better health for all Canadians.

We aren’t just a health and benefits company. We’rethe only not-for-profit social enterprise that brings worlds of coverage andcare together, all in one place.
We’re noble challengers, purposefully building a betterway and we need the best people to help us create a more holistic approach thattakes care of the mind and body.

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

THEROLE IN A NUTSHELL

As aQuality Analyst, you will play avital role in supporting the Quality Program by analyzing data and evaluatingthe quality and performance of GreenShield operations including areas such ascontact centre services, claims processing, client administration, andonboarding. Your insights will help identify trends, uncover root causes ofissues, and provide actionable recommendations that empower operational teamsto enhance service delivery and compliance.

Key Responsibilities

• Analyze quality andperformance data from multiple insurance functions, including contactcentre interactions (phone, email, chat), claims, client administration,and onboarding activities.
• Utilize speech analyticsplatforms (e.g., NICE, Verint), business intelligence tools (e.g., PowerBI), and quality management systems to monitor KPIs, SLAs, and compliancemetrics.
• Conduct detailed root causeanalyses using structured methodologies (5 Whys, Fishbone diagrams,journey mapping) to identify process inefficiencies and recurring errors.
• Develop and maintain detaileddashboards, scorecards, and reports that clearly communicate quality andperformance trends to supervisors and operational teams.
• Provide data-driven insightsand recommendations to support coaching, training, and process improvementinitiatives led by leadership.
• Collaborate withcross-functional teams-including claims, client services, onboarding,automation, and customer experience to support the implementation ofquality standards and process enhancements.
• Monitor customer andstakeholder feedback metrics such as NPS, CSAT, and escalation data toidentify opportunities for improvement.
• Support project teams byproviding analytical assessments of process adherence and performanceoutcomes.
• Assist the training team bydelivering quality insights that reinforce best practices and supportcontinuous learning.
• Maintain accuratedocumentation of quality reviews, audit findings, and improvementinitiatives 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-secondaryeducation in Business Administration, Insurance, Analytics, or relatedfield
• 1-2 years of experience inquality assurance, performance analysis, audit, or process improvementwithin insurance or related industries
• Strong analytical skills withproficiency in data analysis, visualization, and interpretation usingtools
• Experience withspeech analytics platforms and/or quality management systems is highlydesirable
• Solid understanding ofinsurance operations including claims, client administration, onboarding,and contact centre environments
• Knowledge of qualityassurance methodologies (Lean, Six Sigma) and root cause analysistechniques
• Ability to translate complexdata into clear, actionable insights and communicate effectively withdiverse stakeholders
• Strong organizational skillswith the ability to manage multiple priorities in a fast-paced, evolvingenvironment
• Detail-oriented with acommitment to compliance, risk mitigation, and continuous improvement
• Excellent collaborationskills and ability to work cross-functionally
• Resilient and adaptable,comfortable navigating ambiguity and change
• Proactive problem solver witha continuous improvement mindset
• Strong stakeholder managementand interpersonal communication skills
• Experience supporting orworking closely with training and automation teams
• Commitment to ongoingprofessional 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 ameans to earn a living. Our culture is one where everyone's voice is heard andvalued. Because that’s what it takesto create better health for all. We dare to challenge the status quo. And we’redriven by people who have challenged theirs. We believe that yourworkplace should empower you to be the best version of yourself. That’s why we provide aplace 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 arecritical to our overall success. Inclusivity makes us a stronger, smarter andmore informed organization. Being intentionally inclusive of diversebackgrounds, perspectives and experiences will enhance our company culture topositively impact how we support our communities. A career at GreenShield isn’t just about personalachievements, it's about making adifference together.

Here’s to Better Health for All!

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

GS supports diversity, equity andinclusion in our teams and communities, and we value the unique contributionsmade by all. Even if your experience doesn’t align perfectly to everyrequirement, we invite you to apply. We encourage applications fromall candidates and will accommodate needs under human rights legislationthroughout all stages of the recruitment and selection process. Please let usknow of any accommodation through [e-mail]. Information received relating toaccommodation will be addressed confidentially.

Providing this information givesGS consent to use your personal information to assess your suitability forspecific positions, future opportunities or for your personnel file. Yourrésumé will be held in strict confidence and will be viewed only by theOrganization. Information may be stored outside of Canada and could be used foraggregate statistical purposes (which uses no personal identification).