Quality Assurance Specialist

**About the Role**

Reporting to the Director, Quality Assurance this role is a member of the national operations team and is responsible for the implementation of residential initiatives to support growth and contribute to the quality of reports being sent to our clients; aligned with the National Director, Operations. The incumbent will be responsible for working with, coaching & mentoring a large field team regionally and ensuring the proper procedures are being followed as shared in the iv3 training manuals. A strong background in the field of risk management, building & construction, fire protection systems, valuations and prior field & audit review experience is a must.

**Responsibilities**
- Coaches and mentors the residential field team, monitoring performance and ensuring accountability to national guidelines
- Management & Accountability to National policies & procedures surrounding Quality Assurance & training programs internally & externally
- Execution and Support of Training Material for Residential Lines both for internal & external purposes
- Support and feedback provided on determining Tier Levels, KPIs and other metrics of field inspector to support the Inspector of Excellence Program and build career paths for field inspectors
- Supports appropriate residential sales and marketing activities or strategies with operational risk control support for new products and/or segments
- Drives consistent elevation of individual and organizational operational competencies
- Provides leadership, strategic guidance and accountability around metrics & KPI’s including quality assurance, completed work, inspector guidelines, SLA’s etc.
- Ensures strong understanding of the P&C marketplace with deep understanding of technical requirements for building code, construction, NFPA, fire code, valuations and underwriting requirements
- Provides tactical direction into the corporate marketing plan and ensures that all field staff are in alignment
- Ensures that all internal and external communications support the corporate brand strategy and positive messaging is provided at all times
- Works with the Director, Quality Assurance on market research to support new product development
- Ensures delivery and accountability of all reports in accordance with SLA expectations and National Quality Assurance standards
- Front line quality assurance review & Management of QUALITY ASSURANCE review of all reports, before sending to the clients for review and evaluation. Periodic spot audits and other responsibilities as determined by the Director, QUALITY ASSURANCE will also be required.
- Build and maintain strong internal and external relationships with key stakeholders including insurance carriers, third party vendors, field staff, and directors.

**Skills and Expertise**
- Strong Residential Property & Casualty Technical Experience - with a carrier or risk management firm
- Prior field experience as an inspector a must
- Deep understanding of the Property and Casualty insurance market and technical wordings
- P&C national market intelligence
- Strong Business Acumen
- Risk Management expertise an asset
- Microsoft Office product expertise
- Familiarity with leading loss control practices & systems
- CRM designation is considered an asset
- University Degree, College Degree, CRM or CIP or Equivalent Work Experience
- Operations background; Underwriting; Accountability; Coaching; Strong Communication Skills; Strategic; Fire Protection/Services; Knowledge of Building codes and basic COPE information; Customer Focused Thinking; Risk Management Expertise; Teamwork; Positive; Integrity; Honesty; Ability to travel nationally when required

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job. They are not intended to be an exhaustive list of responsibilities, duties, and skills required.

**About Real Matters**

**Equal Opportunity Employer**

Real Matters is an equal opportunity employer; applicants are considered for all roles without regard to race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability, or any other status protected by appropriate law. All employment is decided based on qualifications, merit, and business need. Please advise us at any point during the recruitment and selection process if you require accommodation. Real Matters is committed to compliance with all applicable legislation, including providing accommodation for applicants with disabilities.