Supervisor, Quality Assurance

GreenShield; Windsor; On-site; CAD 110,000 - 150,000; Full time

Job summary

Ein zukunftsorientiertes Unternehmen sucht einen Supervisor für Qualitätsmanagement, um ein Team von Fachleuten zu leiten. In dieser aufregenden Rolle werden Sie die Servicequalität in verschiedenen Bereichen wie Kundenservice und Schadensbearbeitung verbessern. Sie nutzen Datenanalysen und Qualitätsinsights, um die Erfahrungen der Mitglieder zu optimieren und die Effizienz zu steigern. Wenn Sie eine Leidenschaft für Qualitätsmanagement und Teamführung haben, ist dies die perfekte Gelegenheit für Sie, um einen bedeutenden Einfluss auf die Gesundheit der Kanadier zu haben.

Qualifications

• 3+ Jahre Erfahrung in Qualitätsmanagement oder Prozessverbesserung.
• Führungserfahrung mit nachweislichem Erfolg beim Aufbau von Teams.

Responsibilities

• Leitung eines Teams von Qualitätsanalysten zur Verbesserung des Kundenservices.
• Überwachung der Qualitätsprüfungen und Entwicklung von KPI-Scorecards.

Skills

Qualitätsmanagement

Datenanalyse

Führungskompetenz

Kommunikationsfähigkeiten

Prozessverbesserung

Root Cause Analysis

Agilität

Education

Postsekundäre Ausbildung in Betriebswirtschaft

Zertifikate in Qualitätsmanagement

Tools

NICE

Verint

Power BI

Job description

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Direct message the job poster from GreenShield

Human Resources Services Partner - Talent at Green Shield Canada (GSC)

WHO WE ARE

When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her health by forgoing her own medicine to pay for her sick daughter’s prescription. He knew there had to be a better way. So, he introduced North America’s first prepaid drug plan, and GreenShield was born as a not-for-profit with a mission to support better health for all Canadians.

We aren’t just a health and benefits company. We’re the only not-for-profit social enterprise that brings worlds of coverage and care together, all in one place.

We’re noble challengers, purposefully building a better way and we need the best people to help us create a more holistic approach that takes care of the mind and body.

Our mission is to create better health for all Canadians, and we know that starts with our employees.

THE ROLE IN A NUTSHELL

The Supervisor, Quality Assurance will lead a team of speech and quality analysts responsible for driving service excellence across many of our operational areas such as contact centre, claims, client administration and onboarding functions. You thrive in a fast paced and evolving environment by staying flexible, solutions focused, and comfortable navigating ambiguity. You will use performance data and quality insights to improve the plan member, plan sponsor, and provider experience, ensure compliance, reduce errors and enhance operational effectiveness.

Team Leadership & Quality Oversight

• Build, lead, coach, and develop a high performing team of quality professionals, fostering a culture of learning, accountability, collaboration and continuous improvement
• Contribute in the development and implementation of a scalable and strategic Quality operating model aligned with business priorities
• Manage the day to day responsibilities of the team

Monitor & Evaluation

• Oversee quality reviews of operational areas such as; claims, contact management (calls and email), and onboarding
• Utilize speech analytics platforms (eg NICE, Verint) and business intelligent tools (eg Power BI) to identify trends, recurring errors, and service gaps
• Track KPI’s and SLAS to measure compliance and operational performance
• Develop, maintain and refine, scorecards, dashboards, and stakeholder reporting to ensure transparency and informed decision making
• Evaluate and communicate the impact of quality efforts by measuring improvements in key performance indicators

Process Improvement & Root Cause Analysis

• Drive continuous improvement through AI, automation, and digital first initiatives
• Lead the team in conducting root cause analysis using industry best practices such as 5 Whys, Fishbone, journey mapping
• Identify process inefficiencies and bottlenecks; lead initiatives to implement improvements that enhance quality and customer experience
• Collaborate cross functionally with automation, customer experience, and training teams to align quality standards and reinforce best practices.
• Ensure adherence to establish processes and procedures to maintain compliance and quality standards
• Monitor escalations, Net Promotor Scores (NPS), and Customer Satisfaction (CSAT) feedback to inform continuous improvement efforts
• Support stakeholders in identifying systemic issues and implement scalable solutions
• Promote risk mitigation and compliance through consistent audit practices and reporting
• Occasional travel maybe required

WHO WE'RE LOOKING FOR

We’re not looking for just anyone. We’re looking for a unique individual with a big brain and a big heart who wants to help us create better health for all Canadians.

• Post secondary education in Business administration, insurance or related field
• 3+ years of experience in quality assurance, audit, compliance, or process improvement
• Proven leadership experience with a track record of building and developing high performing teams
• Strong understanding of insurance operations and contact centre environments
• Expertise in QA methodologies (Lean, Six Sigma, etc.) and root cause analysis techniques
• Experience with speech analytics platforms and data visualization tools
• Analytical mindset with the ability to translate data into actionable insights
• Excellent communication and collaboration and change management skills
• Strong organizational and time management, and prioritization abilities
• Resilient and adaptable capable of maintaining focus amidst change and ambiguity

NICE TO HAVE

• Certifications in quality (Lean, Six Sigma, Certified Quality Improvement Associate (CQIA), etc)
• Experience with process design or service blueprinting, or digital transformation initiatives

THE CULTURE

We believe a career should be meaningful. Not just a means to earn a living. Our culture is one where everyone's voice is heard and valued. Because that’s what it takes to create better health for all. We dare to challenge the status quo. And we’re driven by people who have challenged theirs. We believe that your workplace should empower you to be the best version of yourself. That’s why we provide a place where you can be inspired, challenged, and rewarded.

Where your growth means our growth.

Where your voice is heard and valued.

Where your work has purpose. And purpose matters.

We believe our people are critical to our overall success. Inclusivity makes us a stronger, smarter and more informed organization. Being intentionally inclusive of diverse backgrounds, perspectives and experiences will enhance our company culture to positively impact how we support our communities. A career at GreenShield isn’t just about personal achievements, it's about making a difference together.

Here’s to Better Health for All!

Proficiency in English is required for this position. As part of this role, you will be required to communicate with colleagues or customers who use English as their primary language. By requiring English proficiency for this position, we aim to ensure that our employees can excel in their roles, collaborate, and communicate effectively, and contribute to the success of our organization.

GS supports diversity, equity and inclusion in our teams and communities, and we value the unique contributions made by all. Even if your experience doesn’t align perfectly to every requirement, we invite you to apply. We encourage applications from all candidates and will accommodate needs under human rights legislation throughout all stages of the recruitment and selection process. Please let us know of any accommodation through [e-mail]. Information received relating to accommodation will be addressed confidentially.

Providing this information gives GS consent to use your personal information to assess your suitability for specific positions, future opportunities or for your personnel file. Your résumé will be held in strict confidence and will be viewed only by the Organization. Information may be stored outside of Canada and could be used for aggregate statistical purposes (which uses no personal identification).

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Quality Assurance

• Industries

  Insurance

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