Quality Assurance & Training Coordinator (6-Month Secondment)

Orbit Insurance Services; Wetaskiwin; On-site; CAD 58,000 - 87,000; Full time

Benefits offered by this job

Defined benefit pension plan

100% coverage of CE and licensing fees

LinkedIn Learning access

Job summary

Orbit Insurance Services is seeking a Quality Assurance & Training Coordinator in Canada to train, monitor, and coach staff on call handling and file audits. You will provide audit results, develop training plans, and onboard new employees to ensure high service standards.

The role requires a college diploma or equivalent insurance designation, licensing, and 2+ years underwriting plus 3+ years customer service experience. Bilingual English/French is a plus, with competitive salary and benefits.

Qualifications

• A college diploma or equivalent insurance industry designation.
• Licensed in insurance.
• At least two years underwriting experience preferred.
• At least three years in customer service or a contact center.

Responsibilities

• Conducts staff call observation and file audits on a scheduled basis to ensure service standards are met.
• Provides audit results to managers and brokers to guide coaching.
• Delivers targeted training presentations and onboarding of new staff.
• Maintains confidentiality of customer information and ensures filing of summaries and action plans.
• Assists management with implementation of programs and new integrations.
• Provides reports and call audits to assist in complaint resolution.

Skills

Exceptional communication skills

Bilingual English/French

Time management

Project management

Underwriting knowledge

Customer service excellence

Microsoft Office Suite

Education

College diploma or equivalent insurance designation

Tools

Applied Epic

Carrier portals

Applied Rating Services

Call-monitoring software

Job description

Who We Are

With every job, there’s always the question of “why”. Why join a company? Why be part of their mission? Here, the why is easy. It’s because at some point, we’ve all needed someone there for us.

At the OTIP Group of Companies (OGC), we believe that something special happens when employees feel valued for the work they do, supported as the people they are, and included in the very fabric of the organization: they bring their best to work every day. And that's why we mean it when we say we put our people at the centre of everything we do. Join us as we grow our way into a future that reimagines what it means to deliver meaningful benefits support and service.

What You’ll Do

The Quality Assurance & Training Coordinator is responsible for training, monitoring, evaluating and coaching staff on call handling, call resolution and quality file management to provide optimum service to Orbit’s customers

• Conducts staff call observation and file audits on a scheduled basis to ensure service standards are met. This includes auditing files to ensure technical underwriting and internal process protocols (e.g., properly entering data, documentation, etc.) have been followed.
• Provides department manager & broker with audit results to offer feedback, identify coaching opportunities and to develop individual performance plans.
• Provides managers, with monthly audit reports. Based on the reports, makes recommendations to the managers on individual and departmental training requirements.
• Creates and delivers targeted training presentations.
• Onboard training of new employees (Systems, workflows, transaction audits).
• Recognizes and motivates customer service and sales representatives to maximize performance.
• Keeps customer information confidential to protect operations. Ensures staff audit summaries and action plans are filed appropriately.
• Assists the management team within the group home & auto division with the implementation of programs and new integration initiatives.
• Helps the management team within Sales & Service in investigating and troubleshooting customer service issues & file escalations.
• Provides customer service support as required.
• Provides reports and call auditing to assist in complaint resolution.
• Performs other duties within competence, as assigned.

Let’s Talk About You:

• A college diploma or equivalent insurance industry designation.
• Licensed.
• A minimum of two years’ experience in underwriting is preferred.
• A minimum of three years’ experience in customer service or a contact center environment.
• Exceptional communication skills and the demonstrated ability to deal effectively with all levels of internal and external stakeholders.
• Superior time management, project management and organizational skills to manage competing priorities.
• Knowledge of Applied Epic, Carrier portals, Applied Rating Services and call-monitoring software applications.
• Intermediate knowledge of Microsoft Office Suite applications.
• The ability to fluently communicate in both English and French is an asset

Salary Range:Min: $57,669, Mid: $72,086, Max: $86,504

This position offers a competitive salary along with rewarding bonuses that recognize your dedication.

At the OTIP Group of Companies (OGC), we value transparency and take multiple factors into account when determining your starting salary, including your skills, experience, and alignment with the role as well as internal equity, while positioning you for continued growth and recognition over time.

Some Of The Perks We Offer

• Defined benefit pension plan for a financially confident retirement
• 100% coverage of approved continuing education and licensing fees
• Access to a wealth of learning resources, including LinkedIn Learning for professional development
• Flexible work-from-home and hybrid options
• Unlock your potential with opportunities for advancement

Let’s work together!

The OTIP Group of Companies (“OGC”) is a group of affiliated organizations operating under a shared purpose and values. OGC is comprised of Ontario Teachers Insurance Plan (OTIP), Curo Claims Services, and Orbit Insurance Services.

Candidate communications may refer to OGC when referencing any of the affiliated organizations applied to.

This recruitment process uses artificial intelligence tools to assist with screening and assessing applications. All hiring decisions include human review.

OTIP and its group of companies strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity. Upon individual request, we will endeavor to remove any barrier to the recruitment and selection processes and provide accommodations for persons with disabilities.

As a business, we protect what matters most to our members. As an employer, we value what matters most in our workplace. Together, this includes fostering a diverse, equitable and inclusive environment for all. We are committed to learning and evolving so we can continue to celebrate what makes us special. You are who you are, and our differences are what make us unique.

We are an equal opportunity employer and encourage applications from all qualified individuals. We thank all applicants for their interest; however, only candidates selected for an interview will be contacted.