Quality Assurance and Training Analyst

7 months ago

Ottawa, Canada Cowan Insurance Group Full time

You are a highly **effective communicator**

You are **organized** and like **supporting** your team by coordinating and facilitating day-to-day activities.

You get satisfaction from **providing solutions** to clients and colleagues

If your answer is yes, check out this **Quality Assurance and Training Analyst** role at Cowan Insurance Group.

**What’s the ask?**

The Quality Assurance and Training Analyst is responsible for monitoring, investigating, managing, and reporting on the feedback received through our multiple client feedback channels to meet desired quality standards.

This role will work collaboratively with all departments to help support their training and testing requirements to ensure a high-quality employee and client experience while being a large part of developing a Quality Assurance Program for the processes our employees use and the services, we offer our clients.

**Key Responsibilities**:

- Performing analysis of our client feedback received through multiple channels.
- Investigating and resolving client issues and complaints.
- Addressing client feedback in a prompt, professional manner both in writing and by phone, as needed.
- Using good judgement to discuss escalated feedback and/or issues with the manager.
- Assist with monthly reporting and ad hoc reports.
- Assist with making recommendations for system and process improvements based on the feedback from our clients.
- Assist with user testing (UAT) when system upgrades are deployed, or new processes implemented.
- Gain experience in various TPA roles by cross-training and supporting departments during shortages to gain insight into their processes to better assist with creating training materials and operating manuals.
- Support the Process and Documentation Manager with documenting processes and keeping the TPA SharePoint platform up to date.

**What does it take?**
- Working knowledge of Cowan’s internal and external systems, tools, and processes.
- Driven to find solutions and provide outstanding customer service.
- Excellent communication skills, both verbal and written.
- Excellent problem-solving skills.
- Strong attention to detail.
- Ability to work independently and prioritize workload, exercise good time management and the ability to work under deadlines and demonstrate excellent organizational skills.
- Excellent interpersonal skills to collaborate effectively with diverse teams.
- Bilingual in English & French, written & spoken, is preferred.

**Who we are**
Canadian-owned and operated, Cowan Insurance Group is a leading independent insurance brokerage and consulting operation, providing real value to our clients. With over 500 employees operating out of 8 locations across Canada, we’re proud to have been named one of Canada’s Best Managed Companies since 2012.

We partner with leading national and international insurance companies to:

- deliver insurance and risk management solutions to businesses, organizations and individuals
- advise on and create retirement, group benefits, disability management and international benefits programs for employee groups.

We also offer wealth and asset management as well as financial and succession planning services to individuals, and specialize in property, casualty and credit insurance.

**What sets us apart?**

**Be in good company**
***Integrity matters. It drives our award-winning workplace culture and fuels our collective desire to help our clients, employees, and communities thrive.

**Challenge your thinking**
***You're valued for your passion, drive and creativity. The pace is fast but the work is meaningful, interesting, and complex, just the way you like it.

**Grow together**
We believe in your potential. If you’re looking to develop your expertise with learning opportunities and mentoring, we’ll make that happen.

**Benefits and perks**
- Competitive salary
- Participate in our comprehensive benefits plan on day one — no waiting period
- Company-matched Retirement Savings Plan
- Company-paid training and development courses
- Community involvement
- Hybrid work environment

**Are you interested?**

Send your cover letter and resume and share your unique story with us.

While we appreciate the interest of all applicants, we will contact only those selected for interviews. If you are an applicant with disabilities and require accommodations, please let us know at the time of our contact so that we may arrange for their provision.

**#LI-Hybrid

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