Quality Coach

Business Line: Personal Insurance

Hours Per Week: 35 (Full-Time)

Location: Ontario & Alberta – Any, Hybrid )

Job Duration: Full-Time, Permanent

About the Role

Our Personal lines operation has an immediate need to add a Quality Coach to the Quality and Underwriting Team. As a Quality Coach, you will support the development and performance of team members by promoting best practices, ensuring adherence to quality standards, and fostering a culture of continuous improvement.

What You'll Do

• Improve overall performance and efficiency by encouraging the adoption of quality-focused practices
• Participate in live shadowing sessions with team members to provide real-time feedback
• Conduct quality reviews of client interactions, including listening to recorded calls and reviewing email communications, to assess accuracy, professionalism, and compliance
• Provide clear, actionable feedback that supports individual development
• Facilitate one-on-one coaching sessions to guide employee growth and performance
• Identify trends and opportunities for improvement through data analysis and observation
• Collaborate with team leaders and stakeholders to ensure coaching efforts align with business goals
• Contribute to training initiatives and help shape quality frameworks, tools, and resources
• Participate in calibration sessions to promote consistency and fairness in quality assessments

What You Bring

• RIBO or AB General 1 license (or willingness to obtain)
• Typically 8+ years of experience in the P&C insurance industry with a focus on Personal Risk service and sales
• Proficiency with Microsoft Office tools (Excel, Outlook, Word); experience with systems like EPIC and insurance carrier portals is an asset
• Previous leadership experience, preferably in a coaching or educational role
• Ability to communicate, coach, mentor, train, and motivate team members on underwriting, soft skills, systems, and workflow procedures
• A commitment to respect, trust, compassion, and fairness in all interactions
• Confidence in leading individual coaching sessions and delivering both positive and constructive feedback
• Reliability, professionalism, and the ability to remain composed in challenging situations
• Superior time management and organizational skills
• Emotional intelligence and adaptability in a dynamic, evolving environment
• Ability to coach constructively—even when workflows differ from personal preferences
• Strong commitment to confidentiality and the ability to handle quality assessments discreetly, ensuring respect for colleagues' data and maintaining trust within the team
• A positive outlook and a champion-for-change mindset

Who We Are

NFP, an Aon company, is a multiple Best Places to Work award winner in Business Insurance who has also earned the 5-Star Diversity, Equity and Inclusion (DEI) award from Insurance Business magazine and the WORK180 employer endorsement. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach.

Our personal commitment to our team and our clients have created long-lasting and successful relationships across our growing 300+ Canadian, U.K, and U.S. office locations. To learn more, please visit

What's In It For You

NFP's PeopleFirst culture offers a multitude of benefits to employees and is a great place to call home.

• A hybrid environment approach that keeps the best interests of our staff and our clients in mind
• Annual bonus plan for all employees
• Matching RRSP plan of 5% of salary
• Referral Commission Plan
• Generous benefits plan including Health Care Spending Account starting on the first day of employment
• Full support for continuing education & internal opportunities to grow as an insurance professional to advance career
• Reimbursement of license fees and professional membership dues
• A global team of industry leaders focused on employee retention, client growth, industry innovation and collaboration

Our employees are the foundation of our success.

NFP is a big company — a growing, inclusive team of individuals supporting each other's passions and engaging with the community.

Building a diverse, collaborative and innovative team requires leadership, deliberate action, and ongoing measurement. We actively support the well-being of our employees with benefits and programs driven by recognition, community, financial wellness tools, development and inclusion, fostering personal and professional growth that keeps us moving forward.

Beyond our office walls, we're dedicated to serving the community around us. Every day we make proactive choices to take care of the communities in which we live and work. We contribute to different organizations, including Women in Insurance Cancer Crusade (WICC), Food Banks Canada, Indspire Canada and many more. From charity drives and community service outings to other company-sponsored events, our employees donate their time and raise funds on behalf of great causes across the country.

Our business is built on the personal level. Whether it's in our offices, on a call, out in the field or anywhere you can find us in the world, we're starting the conversations that create a more secure future for everyone.

Accommodations are available on request for candidates taking part in all aspects of the selection process