SUPERVISOR , QUALITY ASSURANCE (HYBRID)

Green Shield Canada (GSC); Windsor; On-site; CAD 60,000 - 100,000; Full time

Job summary

In einem innovativen Unternehmen, das sich der Verbesserung der Gesundheit aller Kanadier verschrieben hat, suchen wir einen Supervisor für Qualitätssicherung. Diese Schlüsselrolle erfordert eine dynamische Führungspersönlichkeit, die ein Team von Fachleuten leitet, um exzellente Dienstleistungen in verschiedenen operativen Bereichen zu gewährleisten. Sie werden mit modernsten Analysetools arbeiten, um Trends zu identifizieren und Prozesse kontinuierlich zu verbessern. Wenn Sie eine Leidenschaft für Qualität und Teamführung haben und in einem Umfeld arbeiten möchten, das Vielfalt und Inklusion schätzt, ist dies die perfekte Gelegenheit für Sie.

Benefits

Flexible Arbeitszeiten

Gesundheitsleistungen

Fortbildungsmöglichkeiten

Betriebliche Altersvorsorge

Qualifications

• 3+ Jahre Erfahrung in Qualitätssicherung oder Prozessverbesserung.
• Nachgewiesene Führungserfahrung und Fähigkeit, leistungsstarke Teams aufzubauen.

Responsibilities

• Leitung eines Teams von Qualitätsanalysten zur Verbesserung des Service.
• Überwachung von Qualitätsbewertungen und KPI-Tracking zur Sicherstellung der Compliance.

Skills

Qualitätsmanagement

Datenanalyse

Kommunikationsfähigkeiten

Prozessverbesserung

Teamführung

Education

Postsekundäre Ausbildung in Betriebswirtschaft

Zertifizierungen in Qualität

Tools

NICE

Verint

Power BI

Job description

WHO WE ARE
When it comes to health, we’re always looking for waysto push for better. It’s why we were founded in the first place. In 1957, ourfounder, pharmacist William Wilkinson, witnessed a mother sacrifice her healthby forgoing her own medicine to pay for her sick daughter’s prescription. Heknew there had to be a better way. So, he introduced North America’s firstprepaid drug plan, and GreenShield was born as a not-for-profit with a missionto support better health for all Canadians.

We aren’t just a health and benefits company. We’rethe only not-for-profit social enterprise that brings worlds of coverage andcare together, all in one place.
We’re noble challengers, purposefully building a betterway and we need the best people to help us create a more holistic approach thattakes care of the mind and body.

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

THEROLE IN A NUTSHELL

The Supervisor, Quality Assurance will lead a team ofspeech and quality analysts responsible for driving service excellence acrossmany of our operational areas such as contact centre, claims, clientadministration and onboarding functions. You thrive in a fast paced andevolving environment by staying flexible, solutions focused, and comfortablenavigating ambiguity. You will use performance data and quality insights toimprove the plan member, plan sponsor, and provider experience, ensurecompliance, 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

Escalation & Risk Management

• 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 justanyone. We’re looking for a unique individual with a big brain and a big heartwho 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

• Bilingualism (English/French)
• 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 ameans to earn a living. Our culture is one where everyone's voice is heard andvalued. Because that’s what it takesto create better health for all. We dare to challenge the status quo. And we’redriven by people who have challenged theirs. We believe that yourworkplace should empower you to be the best version of yourself. That’s why we provide aplace 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 arecritical to our overall success. Inclusivity makes us a stronger, smarter andmore informed organization. Being intentionally inclusive of diversebackgrounds, perspectives and experiences will enhance our company culture topositively impact how we support our communities. A career at GreenShield isn’t just about personalachievements, it's about making adifference together.

Here’s to Better Health for All!

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

GS supports diversity, equity andinclusion in our teams and communities, and we value the unique contributionsmade by all. Even if your experience doesn’t align perfectly to everyrequirement, we invite you to apply. We encourage applications fromall candidates and will accommodate needs under human rights legislationthroughout all stages of the recruitment and selection process. Please let usknow of any accommodation through [e-mail]. Information received relating toaccommodation will be addressed confidentially.

Providing this information givesGS consent to use your personal information to assess your suitability forspecific positions, future opportunities or for your personnel file. Yourrésumé will be held in strict confidence and will be viewed only by theOrganization. Information may be stored outside of Canada and could be used foraggregate statistical purposes (which uses no personal identification).