Sr Specialist, Broker Quality Assurance

Definity; Waterloo; Hybrid; CAD 75,000 - 95,000; Full time

Job summary

A leading insurance company, Definity, seeks a Sr Specialist in Broker Quality Assurance. This role involves conducting quality audits on broker transactions and enhancing operational processes. Candidates should possess strong analytical skills, industry experience, and a collaborative spirit. Join a flexible work environment focused on innovation and team culture.

Benefits

Company share ownership program

Pension and savings programs with company-matched RRSP contributions

Paid volunteer days and company matching on charitable donations

Educational resources and tuition assistance

Focus on inclusion with employee support programs

Wellness and recognition programs

Discounts on products and services

Qualifications

• 5 years of experience in property and casualty insurance.
• Strong understanding of Personal Auto and Property Underwriting.
• Bilingualism in French is an asset.

Responsibilities

• Perform external quality audits of broker transactions ensuring adherence to guidelines.
• Analyze data to identify trends in training and operational processes.
• Compile and present detailed audit reports to brokers.

Skills

Organizational skills

Analytical problem-solving

Communication

Relationship building

Leadership

Education

CIP or CRM professional designation

Tools

Excel

PowerPoint

Word

Job description

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Definity is the parent company to some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.

We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.

The opportunity

In this role, the incumbent is accountable for executing external quality and compliance reviews of broker transactions and processes. The reviews will be of both Auto and Property transactions within for Personal Insurance Lines for Economical and Family Insurance.

In addition, the incumbent is responsible for creating reports that identifies observed trends and key performance metrics for an assigned region. Taking the lead within the region and monitor findings, sharing information within the team as well as internal stakeholders (BDDs, Sr leadership), participating in delivery of annual plan and becoming the subject matter expert within the region.

What To Expect

• Broker Quality Review : Perform external quality and compliance audits of broker transactions and processes ensuring adherence to relevant corporate guidelines, regulations and best practices.
• Includes :
• Analyze data and assess quality to identify trends, gaps, or inconsistencies in training and operational processes.
• Compile findings into detailed audit reports following each review, ensuring accuracy and clarity in presenting insights.
• Present audit results and recommendations to brokers, facilitating understanding and alignment on next steps.
• Collaborate with brokers throughout the review process to gather context, validate findings, and support continuous improvement.
• Manage and strengthen relationships with broker principals and managers to foster trust, transparency, and long-term partnership.
• Communicate key insights and opportunities to internal stakeholders, including business development teams and personal insurance underwriting
• Review and provide constructive feedback of other specialist’s work
• Sign off and approve audits for specialists within approval authority outlined in framework
• Quarterly reporting, processes, making recommendations actions to close the gaps - ranging from audit action items and projects
• Drive continuous improvement of broker audit methodology and processes
• Add feedback from internal / external stakeholders to monitor broker experience to help with building plan and prioritization
• Support leadership in the development, analysis, distribution of annual plan to internal stakeholders
• Escalating issues to management
• Coach and develop BQA specialists
• Support leadership with projects within BQA to enhance processes

What You Bring

• Strong organizational and analytical problem-solving skills with the ability to resourcefully gather information, analyze critically, and communicate clearly
• Strong understanding of Personal Auto and Property Underwriting, including insurance / broker operations, internal controls and best practices.
• Excellent written and verbal communication skills. Ability to build strong relationships internally with people from all levels to help foster a positive compliance culture
• 5 years of experience within the property and casualty insurance industry with exposure to quality assurance and / or compliance type of work
• Helps build and maintain a culture of high performance and sustained profitable growth by promoting and supporting an environment that encourages productivity, collaboration, teamwork, and high-level professionalism.
• Demonstrates strong leadership competencies
• Supports and is an advocate of change
• Relevant professional designation(s) such as CIP, CRM
• Proficient in Excel, PowerPoint, and Word
• Bilingualism in French would be considered an asset

Interested in this role, but don't meet every requirement? We encourage you to apply! We know from experience that a candidate doesn't need 100% of the qualifications listed to bring incredible value to our team. We're actively seeking diverse backgrounds and perspectives to help us make insurance better. At Definity, inclusion, diversity, and equity aren't just "nice to have" — they're essential to our success.

What's in it for you?

• Company share ownership program
• Pension and savings programs, with company-matched RRSP contributions
• Paid volunteer days and company matching on charitable donations
• Educational resources, tuition assistance, and paid time off to study for exams
• Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
• Wellness and recognition programs
• Discounts on products and services

Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market. In addition to base pay, eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.

Go ahead and expect a lot — you deserve it.

It's better here — but don't take our word for it. Definity was named by Great Place to Work as one of the Best Workplaces in Canada for women, for youth, and for inclusion.

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting [email protected].

Background checks

This role requires successful clearance of background checks (including criminal checks and leadership references).

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Finance and Sales

Insurance

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Quality Assurance Specialist • Waterloo, Region of Waterloo, Canada