Quality Coach, Personal Lines Insurance

NFP, an Aon company (Canada); Hamilton; Hybrid; CAD 75,000 - 90,000; Full time

Job summary

A well-known insurance firm is seeking a Quality Coach in Ontario to enhance team performance and quality standards. Responsibilities include providing feedback through coaching sessions, conducting quality reviews, and collaborating with management to implement best practices. The candidate should have extensive experience in the insurance industry and strong communication skills. This role offers a hybrid work environment and a focus on employee development.

Benefits

Annual bonus plan

Matching RRSP plan of 5%

Generous health benefits

Qualifications

• RIBO license or willingness to obtain.
• Minimum 8 years of experience in P&C insurance industry.
• Ability to provide clear, actionable feedback.

Responsibilities

• Improve performance by encouraging quality-focused practices.
• Participate in live shadowing sessions with team members.
• Conduct quality reviews of client interactions.

Skills

Communication

Coaching

Time management

Analytical skills

Emotional intelligence

Education

RIBO license or willingness to obtain

8+ years in P&C insurance industry

Tools

Microsoft Office (Excel, Outlook, Word)

Experience with EPIC and insurance carrier portals

Job description

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QUALI013828_1

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 with the 5-Star DEI award from Insurance Business magazine and the WORK180 employer endorsement. We are a team of consultative advisors and problem solvers helping clients worldwide with risk, workforce, wealth management, and retirement challenges through custom solutions and a people-first approach.

Our personal commitment to our team and clients has fostered long-lasting relationships across our 300+ offices in Canada, U.K., and U.S. To learn more, visit https://nfp.ca

What’s In It For You

• A hybrid work environment prioritizing staff and client interests
• Annual bonus plan for all employees
• Matching RRSP plan of 5% of salary
• Referral Commission Plan
• Generous benefits, including Health Care Spending Account from day one
• Support for continuing education and internal career growth opportunities
• Reimbursement of license fees and professional dues
• Access to a global team focused on retention, growth, innovation, and collaboration

Our employees are the foundation of our success. We support diversity, inclusion, well-being, and community involvement through various programs and initiatives, including charity drives and community service activities.

We’re committed to creating a more secure future for everyone through meaningful conversations and community engagement.

Accommodations are available upon request for candidates participating in the selection process.

Seniority level: Not Applicable

Employment type: Full-time

Job function: Other

Industry: Insurance

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