Quality Specialist

Canada Life; Toronto; On-site; CAD 60,000 - 100,000; Full time

Benefits offered by this job

Education reimbursement

Health & dental benefits

Volunteer day

Pension plan

Share ownership program

Job summary

Canada Life is seeking a Quality Assurance Specialist to join the CAS Retirement & Savings team in Toronto. You will evaluate member interactions, processes, and outputs to ensure compliance, quality, and service standards.

The role focuses on coaching, developing quality frameworks, and providing insights to improve training, risk management, and overall member experience. The position demands strong analytical abilities and collaboration across departments.

Qualifications

• Reliability Status Security Clearance required (Canada Life policy)
• Bilingual in English and French is a strong asset
• 5+ years of experience in insurance, retirement, wealth, or financial services
• Post-secondary education in business, finance, or related field, or equivalent experience
• Knowledge of retirement products, member service, operations, and regulatory requirements
• Experience in quality assurance, coaching, training, compliance, or continuous improvement
• Strong analytical, problem-solving, and root-cause analysis skills
• Experience with quality metrics, scorecards, dashboards, and reporting
• Strong communication, stakeholder management, and relationship-building skills
• Ability to manage multiple priorities in a fast-paced environment
• Proficiency with Microsoft 365 tools: Excel, Power BI, Teams, SharePoint, Copilot
• Experience with GPAS, GRS Access, Salesforce, and Amazon Connect is an asset
• Industry designations (LLQP, PFP, CFP) are assets
• Commitment to delivering exceptional member and advisor experiences

Responsibilities

• Conduct quality reviews of advisor and member interactions to ensure compliance, service, and documentation standards.
• Evaluate member outcomes, recommendations, and feedback to identify trends, risks, and opportunities for improvement.
• Provide coaching insights and partner with leaders to support employee development, performance management, and quality improvement initiatives.
• Develop and maintain quality frameworks, scorecards, reporting, and performance metrics to monitor and communicate results.
• Collaborate across business teams to improve training, processes, risk management, advisor effectiveness, and the overall member experience.

Skills

Quality assurance

Coaching

Training

Compliance

Continuous improvement

Analytical

Problem solving

Root-cause analysis

Reporting

Microsoft 365

Excel

Power BI

Teams

SharePoint

Copilot

GPAS

GRS Access

Salesforce

Amazon Connect

LLQP

PFP

CFP

Education

Post-secondary education in business/finance

Tools

GPAS

GRS Access

Salesforce

Amazon Connect

Excel

Power BI

Teams

SharePoint

Copilot

Job description

Permanent Full Time

We are looking for a Quality Assurance Specialist to join our Client Advisory Services (CAS) Retirement & Savings team.

CAS is Canada Life's advice and sales organization focused on building individual relationships with plan members and clients.

The Quality Assurance Specialist is responsible for evaluating member interactions, operational processes, documentation, and work outputs to ensure adherence to quality, compliance, and service standards. This role identifies opportunities for improvement, supports the development and implementation of quality frameworks and best practices, and provides insights that strengthen coaching, onboarding, performance, and operational effectiveness across both member-facing and non-member-facing teams.

What you will do:

• Conduct quality reviews of advisor and member interactions to ensure compliance, service, and documentation standards are met.
• Evaluate member outcomes, recommendations, and feedback to identify trends, risks, and opportunities for improvement.
• Provide coaching insights and partner with leaders to support employee development, performance management, and quality improvement initiatives.
• Develop and maintain quality frameworks, scorecards, reporting, and performance metrics to monitor and communicate results.
• Collaborate across business teams to improve training, processes, risk management, advisor effectiveness, and the overall member experience.

What you will bring:

• Reliability Status Security Clearance – this can only be completed with candidates who receive an offer of employment. This is a personal security status that is required as a condition of employment before an employee can gain access to Protected B information, assets or work sites as outlined by the Government of Canada website. The cost of submitting these checks will be covered by Canada Life.
• Bilingual in English and French is a strong asset.
• 5+ years of experience in insurance, retirement, wealth, or financial services.
• Post-secondary education in business, finance, or a related field, or equivalent experience.
• Knowledge of retirement products, member service, operations, and regulatory requirements.
• Experience in quality assurance, coaching, training, compliance, or continuous improvement.
• Strong analytical, problem-solving, and root-cause analysis skills.
• Experience with quality metrics, scorecards, dashboards, and reporting.
• Strong communication, stakeholder management, and relationship-building skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft 365 tools, including Excel, Power BI, Teams, SharePoint, and Copilot.
• Experience with GPAS, GRS Access, Salesforce, and Amazon Connect is an asset.
• Industry designations (LLQP, PFP, CFP) are assets.
• Commitment to delivering exceptional member and advisor experiences.

The base salary for this position is between $59,800 - $99,700 annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.

Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.

Grow with Canada Life

We’re united by a shared purpose: to improve the financial, physical and mental well-being of Canadians. Our company is trusted by 1 in 3 Canadians and contributes to the strength of communities across the country.

We’re looking for people who live our values everyday: we step up, we do the right thing, and we deliver – for our customers, communities and each other. Are you someone who always strives to do the right thing, who steps up for themselves and others, and who delivers with impact? Then we want to hear from you!

What we offer:

We’re committed to supporting our employees through every stage of their career. Here’s what you can expect as a full-time or part-time permanent team member:

• Career Development: Opportunities for career advancement, access to industry-leading learning programs and up to$2,000 annually towards education reimbursement.
• Health & Wellness:Flexible health and dental benefits, plus a $5,000 mental health benefit to support your well-being.
• Time Off:In addition to regular vacation and personal days, we support community involvement with a volunteer day.
• Financial Security:Company-matching pension plan,share ownership program and additionalinvestment options.
• Rewards and Recognition: Employee recognition programs, service milestone celebrations, employee discounts and more!
• Emphasis on Community: We provide a workplace where employees feel connected and supported through Employee Resource Groups (ERGs), mentorship programs, social clubs and events.

Learn more about Canada Life.

We’re committed to removing barriers and ensuring equal access to employment. Applicants requiring reasonable accommodation during the application process may contact [e-mail]. All information provided will be handled in accordance with applicable laws and Canada Life policies.

Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted.