Manager, Quality and Training

4 weeks ago

Cambridge, Canada Gore Mutual Insurance Full time

**We're now at the boldest phase of our Next Horizon journey**

At Gore Mutual, we've completely transformed our business in under three years. By investing in top talent and leading technology, we've redefined what it means to be a modern mutual that does good.

Our path forward brings a sharper focus on our business' performance that's powered by innovation and an agile, high-performing culture - we're built for success.

**We're well on our way to becoming a purpose-driven, digitally led national insurer. Come join us.**

**What will you do?**
- Establish and maintain internal Quality Assurance policies, assessment tools & training for the Operations team.
- Lead and oversee the internal Quality, Audit and Training processes, including scheduling, implementation and reporting to ensure monthly targets are met.
- Provide leadership, coaching, training, and development opportunities to team members.
- Ensure compliance with regulatory requirements and internal standards and identify training needs, building & delivering training modules aligned with adult learning methodologies & approaches.
- Build interactive partnerships with team members, providing ongoing feedback and recommendations to enhance client service.
- Effectively manage and build rapport with key stakeholders and partners to ensure optimal service delivery targets are met.

**What will you need to succeed?**
- Minimum 7 years' experience leading a quality assurance program in a national call centre environment, ideally within the P&C insurance industry.
- Minimum 5 years' leadership experience is required.
- Minimum 5 years' Quality assurance, auditing and reporting experience.
- CIP/FCIP or working towards designation is considered an asset.

**Hybrid**: This is a hybrid role that includes the flexibility to work remotely. Please note, regular in-person workdays at our Cambridge Office location are expected 3 times a week.

LI-Hybrid

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