Quality Coach, Personal Lines Insurance

NFP Canada Corp; Greater Sudbury; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A leading insurance provider is seeking a Quality Coach for its Personal Lines Insurance division in Ontario. The role focuses on enhancing team performance through quality coaching and will involve conducting performance reviews and providing actionable feedback. Candidates should have extensive experience in the insurance industry and strong communication skills. This position offers a hybrid work environment, competitive benefits including a bonus plan and support for professional development.

Benefits

Annual bonus plan

Matching RRSP plan of 5%

Comprehensive health benefits

Support for continuing education

Professional development reimbursement

Qualifications

• Must have a RIBO license or willingness to obtain.
• 8+ years of experience in the P&C insurance industry is typical.
• Strong ability to mentor and train team members.

Responsibilities

• Support team development by promoting quality standards.
• Conduct quality reviews of client interactions.
• Provide coaching sessions to guide employee performance.

Skills

Communication

Coaching

Leadership

Time Management

Adaptability

Education

RIBO license or willingness to obtain

8+ years in P&C insurance industry

Tools

Microsoft Office (Excel, Outlook, Word)

EPIC

Job description

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QUALI013828_5

Business Line : Personal Insurance

Hours Per Week : 35 (Full-Time)

Location : Ontario – Any, Hybrid (https://www.nfp.ca/about-nfp/find-an-office)

Job Duration : Full-Time, Permanent

About The Role

Our Ontario Personal lines operation has an immediate need to add a Quality Coach to the Underwriting, Quality & Training Team. As a Quality Coach, you will support the development and performance of team members by promoting best practices, ensuring adherence to quality standards, and fostering a culture of continuous improvement.

What You’ll Do

• Improve overall performance and efficiency by encouraging the adoption of quality-focused practices
• Participate in live shadowing sessions with team members to provide real-time feedback
• Conduct quality reviews of client interactions, including listening to recorded calls and reviewing email communications, to assess accuracy, professionalism, and compliance
• Provide clear, actionable feedback that supports individual development
• Facilitate one-on-one coaching sessions to guide employee growth and performance
• Identify trends and opportunities for improvement through data analysis and observation
• Collaborate with team leaders and stakeholders to ensure coaching efforts align with business goals
• Contribute to training initiatives and help shape quality frameworks, tools, and resources
• Participate in calibration sessions to promote consistency and fairness in quality assessments

What You Bring

• RIBO (Registered Insurance Broker of Ontario) license or willingness to obtain
• Typically 8+ years of experience in the P&C insurance industry
• Proficiency with Microsoft Office tools (Excel, Outlook, Word); experience with systems like EPIC and insurance carrier portals is an asset
• Previous leadership experience, preferably in a coaching or educational role
• Ability to communicate, coach, mentor, train, and motivate team members on underwriting, soft skills, systems, and workflow procedures
• A commitment to respect, trust, compassion, and fairness in all interactions
• Confidence in leading individual coaching sessions and delivering both positive and constructive feedback
• Reliability, professionalism, and the ability to remain composed in challenging situations
• Superior time management and organizational skills
• Emotional intelligence and adaptability in a dynamic, evolving environment
• Ability to coach constructively—even when workflows differ from personal preferences
• A positive outlook and a champion-for-change mindset

Who We Are

NFP, an Aon company, is a multiple Best Places to Work award winner in Business Insurance, recognized also with the 5-Star Diversity, Equity and Inclusion (DEI) award from Insurance Business magazine and the WORK180 employer endorsement. We are a team of consultative advisors and problem solvers, helping companies and individuals worldwide address risk, workforce, wealth management, and retirement challenges through tailored solutions and a people-first approach.

Our commitment to our team and clients has fostered long-lasting relationships across our 300+ Canadian, U.K, and U.S. offices. Learn more at https://nfp.ca

What’s In It For You

NFP’s PeopleFirst culture offers numerous benefits:

• A hybrid work environment prioritizing staff and client needs
• Annual bonus plan
• Matching RRSP plan of 5%
• Referral Commission Plan
• Comprehensive benefits including Health Care Spending Account from day one
• Support for continuing education and internal career growth opportunities
• Reimbursement of license fees and professional memberships
• A global team focused on employee retention, growth, and innovation

Our employees are the foundation of our success. We support diversity, collaboration, and innovation through programs that promote well-being, recognition, community involvement, and professional development. We actively contribute to communities through charity drives, volunteer activities, and sponsorships, supporting causes like Women in Insurance Cancer Crusade (WICC), Food Banks Canada, and Indspire Canada.

We believe in building a personal connection in all our interactions, whether in offices, on calls, or in the field, to foster a more secure future for everyone.

Accommodations available upon request during the hiring process.

Additional Details

Seniority level: Not Applicable

Employment type: Full-time

Job function: Other

Industry: Insurance

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