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Job Description:

Job description (heading) / Description du poste (titre)

• The Quality Analyst conducts independent and objective complex quality assurance assessments, interpreting and delivering results to Canadian Operations Business Partners collaborating with the OLP Business Partner Leads. They maintain and update current quality programs and provide analysis of quality metrics to identify, recommend and implement continuous improvements for Canadian Operations.

Preferred skills (heading) / Compétences particulières (titre )

• With back-office experience
• In-depth knowledge of:
• Quality assessment processes, recording tools.
• Scoring, sampling and reconciliation methodology
• Quality Framework and Guiding Principles
• Microsoft Office software
• Business area processes, controls, and systems
• Regulatory and legislative environment
• Basic knowledge of:
• Generally Accepted Auditing Standards
• Risks
• Budgeting

Qualifications (heading) / Compétences (titre)

• University degree, possibly a certification / diploma, or college degree (or equivalent number of years of experience in the Insurance and Financial Services industry)
• 3 + years' work experience in Quality, and/or in the GB or GB/GRS call center
• Strong written and verbal communication skills
• Demonstrate a collaborative and interactive style that initiates and facilitates discussion within the team.
• Strong time management skills
• Customer obsession mindset
• Ability to collaborate with colleagues and business partners.
• Ability to influence and make recommendations.
• Solution focused mindset

Responsibilities (heading) / Responsabilités (titre)

• Conducts quality assurance assessments for ongoing quality programs.
• Delivery of quality assessments as defined in the Service Level Agreements in terms of quality, quantity, and timeliness, or as otherwise agreed upon with Business Partner while providing constructive feedback and recommendations for improvement and monitoring these improvements.
• Reporting and resolving process gaps found through assessments.
• Respond to assessment appeals from the Business Partners and communicate with various levels within the Business Unit
• Implementation of Quality best practices
• Make recommendations to Strategic quality team for enhancing quality programs that support Canadian Operations.
• Understand the importance of internal benchmarking requirements (quantity, quality & timeliness) & identify/create best practices within Quality.
• Present quality results and observations to the Business Unit's leadership team partnering with OLP Business Partner Leads.
• Subject Matter Expert for the application of Quality development methodologies and principles.
• Understand impact of Quality portion on budget targets.
• Actively participate in Calibration meetings.
• Accountable for performing Quality within Quality for team members.
• In conjunction with the Consultant/Manager, analyze quality data and present Quality findings through meetings with Business Partners and working closely with OLP Business Partner Leads.
• Identify training issues/gaps via error tracking (trending analysis)
• Subject Matter Expert on Quality driven projects and projects requiring updating of Programs.

Job Category:
Call Centre

Posting End Date:
26/07/2026