Senior Quality Assurance Specialist, Claims QC

Echelon 56; Montreal; On-site; CAD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking insurance company as a Senior Quality Assurance Specialist! In this pivotal role, you will enhance customer experience through quality assurance feedback and reporting. Your expertise will help identify compliance trends and support process improvements within the claims management team. This position offers a collaborative environment where your contributions will be valued. The company is committed to providing a supportive workplace with a focus on professional growth and well-being. If you are passionate about quality assurance and customer satisfaction, this opportunity is perfect for you!

Benefits

Holistic wellness program

Education reimbursement program

Travel incentives

Product and service discounts

Defined contribution plan

Personal spending account

Qualifications

• 3-5 years of claims experience required.
• Bilingual in French & English is essential.
• Holder of 5A AMF license preferred.

Responsibilities

• Conduct quality reviews focusing on compliance and best practices.
• Identify trends and opportunities to enhance claims service quality.
• Support training and improvement activities based on quality trends.

Skills

Bilingual (French & English)

Claims experience

Quality assurance feedback

Trend analysis

Education

University Degree

College diploma

Tools

Quality assurance reporting tools

Job description

Senior Quality Assurance Specialist, Claims QC

Echelon Insurance provides Personal and Commercial Specialty Insurance solutions to protect Canadian families and businesses across Canada, through our trusted network of Broker partners. Echelon is a member of the CAA Club Group of Companies and is an equal opportunity employer who offers a professional environment that champions collaboration, trust, and growth to drive success. We cultivate a great working dynamic to help us deliver what is best for our associates, Brokers, and Customers.

Who we are

Are you ready to join an award-winning, purpose-driven culture?
Welcome to the CAA Club Group of Companies (CCG), where purpose leads to passion!
At CCG, we are committed to delivering an exceptional Associate experience.

We offer:

1. Work-life harmony with access to an award-winning holistic wellness program,
2. Continuous learning through our robust corporate curriculum and education reimbursement program,
3. Incredible rewards, travel incentives, and product and service discounts,
4. Pay-for-performance and best-in-class recognition programs, and
5. Competitive benefits that include a defined contribution plan, personal spending account, and so much more.

Join our growing team where everyone belongs!

Reporting to the Quality Assurance and Compliance Manager, the Quality Assurance Analyst will be responsible for the completion of operational reviews of claims files. This role will enhance customer experience through quality assurance feedback and reporting, conduct call quality reviews of claim files that focus on identifying and interpreting trends in compliance, identify areas of concern, support performance and recommend process improvement and training to Claims management team.

What You Will Do:

1. Conduct quality reviews that focus on adherence to best practices and compliance.
2. Calibrated to standard work, identifying key improvement opportunities and trends and contribute to the building of action plans.
3. Focus on customer experience through call quality reviews.
4. Participate in training and improvement activities based on trends in quality assurance and compliance audits.
5. Participate in colleague coaching, mentoring and group training as needed.
6. Adherence to reporting requirements related to Regulatory and Internal Compliance matters.
7. Assist with customer escalation as needed.
8. Support quality assurance reporting requirements.
9. Identify trends and opportunities to improve the overall quality and performance in the delivery of claims services.
10. Maintain documentation to coordinate department level workflows, audit processes and associated compliance.

Who you are:

1. 3-5 years of claims experience.
2. University Degree or College diploma is preferred.
3. Bilingual in French & English.
4. Holder of 5A AMF license, or 5B and 5C is strongly preferred.
5. Knowledge of the ARDFPS (Act Respecting the Distribution of Financial Products and Services).

Our Commitment

We are an equal opportunity employer and are committed to providing employment accommodation in accordance with all applicable Provincial Human Rights and Accessibility Legislation. CCG will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.