Insurance Quality Assurance Analyst

6 days ago

Thornhill, Canada CAA Club Group Full time

**About Us**:
Our P&C Insurance Company offers a dynamic professional environment which strives to offer the ultimate customer experience. We share in each other’s successes, drive change and support each other while cultivating a great working environment to deliver on what is best for the customer.

**Who we are**:
Are you ready to join an award-winning, purpose-driven culture? Welcome to the CAA Club Group of Companies (CCG), where purpose leads to passion

At CCG, we are committed to delivering an exceptional Associate experience. We offer:
Work-life harmony with access to an award-winning holistic wellness program,
Continuous learning through our robust corporate curriculum and education reimbursement program,
Incredible rewards, travel incentives, and product and service discounts,
Pay-for-performance and best-in-class recognition programs, and
Competitive benefits that include a defined contribution plan, personal spending account, and so much more.

Join our growing team where everyone belongs

**Position Details**:
What You Will Do:

- Perform evaluations on recorded calls for internal business partners
- Identifying trends and areas of improvement, including process improvement
- Work on projects as required, both from leading small projects to representing QA on CAA projects
- Maintain and suggest updates to Quality Guide Standards for each line of business
- Design, improve and maintain key quality reports, QA documents and guides
- Perform trend analysis, identify performance gas and quality improvement opportunities
- Conduct root cause analysis to ensure accuracy and integrity of quality data
- Communicate analysis results and improvement recommendations to stakeholders
- Identify key focus areas according to call monitoring findings
- Communicate findings and suggestions to Quality Supervisor, Operations Supervisors and Call Centre Supervisors
- Collaborate with other departments to close knowledge gaps through communications and training initiatives
- Facilitate QA presentations and meetings to LOB partners

Who you Are:

- Travel medical insurance experience is a plus/asset
- A self starter with excellent communication skills, both verbal and written with an ability to present creative/innovative ideas and solutions
- Strong skills in MS Office
- Experience in successfully analyzing key quality performance metrics, as well as implementing and maintaining quality procedures and processes
- Excellent decision making and problem solving skills coupled with strong communication skills, will allow you to present your evaluations and recommendations to influence and engage others

**Our Commitment**:
We are an equal opportunity employer and are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). CAA CCG will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.

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