Quality Coach, Personal Lines Insurance

NFP, an Aon company (Canada); Timmins; Hybrid; CAD 70,000 - 100,000; Full time

Job summary

NFP, an Aon company, is seeking a Quality Coach to support the development and performance of its underwriting team. This full-time, hybrid role requires strong coaching skills and experience in the P&C insurance industry. Join a recognized workplace committed to diversity, inclusion, and employee growth, and take advantage of comprehensive benefits including a hybrid work environment, reimbursement for licenses, and support for continuing education.

Benefits

Hybrid work environment

Annual bonus plan

Matching RRSP of 5% of salary

Referral bonus program

Comprehensive benefits from day one

Support for continuing education

Reimbursement for license fees

Qualifications

• 8+ years in P&C insurance industry.
• Ability to coach and mentor team members.
• Proficient in Microsoft Office tools (Excel, Outlook, Word).

Responsibilities

• Lead coaching sessions and provide real-time feedback.
• Conduct quality reviews and assess client interactions.
• Identify trends for improvement through data analysis.

Skills

Coaching

Communication

Analytical Skills

Emotional Intelligence

Time Management

Education

RIBO license

Experience in P&C insurance

Tools

Microsoft Office

EPIC

Job description

QUALI013828_6

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 for diversity and inclusion. We are consultative advisors and problem solvers helping clients address risks, workforce, wealth management, and retirement challenges through tailored solutions and a people-first approach.

We have a growing presence with over 300 offices across Canada, U.K., and U.S. For more information, visit https://nfp.ca.

What’s In It For You

NFP’s PeopleFirst culture offers numerous benefits:

• Hybrid work environment
• Annual bonus plan
• Matching RRSP of 5% of salary
• Referral bonus program
• Comprehensive benefits including Health Care Spending Account from day one
• Support for continuing education and internal career growth
• Reimbursement for license fees and professional memberships
• Access to industry leaders committed to retention, growth, and innovation

Our employees are the foundation of our success. We support diversity, inclusion, well-being, and community engagement through various programs and initiatives. We contribute to charities and community organizations across the country.

Our commitment extends beyond the workplace, fostering a culture of respect, collaboration, and continuous improvement. Accommodations are available upon request for candidates participating in the selection process.