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About the Role

As a Bilingual Quality Analyst, you will support the Quality Program by analyzing data and evaluating the quality and performance of operations including contact centre services, claims processing, client administration, and onboarding. Your insights will help identify trends, uncover root causes of issues, and provide actionable recommendations to enhance service delivery and compliance.

Responsibilities

• Analyze quality and performance data from multiple insurance functions, including contact centre interactions (phone, email, chat), claims, client administration, and onboarding activities.
• Utilize speech analytics platforms (e.g., NICE, Verint), business intelligence tools (e.g., Power BI), and quality management systems to monitor KPIs, SLAs, and compliance metrics.
• Conduct detailed root cause analyses using structured methodologies (5 Whys, Fishbone diagrams, journey mapping) to identify process inefficiencies and recurring errors.
• Develop and maintain detailed dashboards, scorecards, and reports that clearly communicate quality and performance trends to supervisors and operational teams.
• Provide data-driven insights and recommendations to support coaching, training, and process improvement initiatives led by leadership.
• Collaborate with cross-functional teams-including claims, client services, onboarding, automation, and customer experience to support the implementation of quality standards and process enhancements.
• Monitor customer and stakeholder feedback metrics such as NPS, CSAT, and escalation data to identify opportunities for improvement.
• Support project teams by providing analytical assessments of process adherence and performance outcomes.
• Assist the training team by delivering quality insights that reinforce best practices and support continuous learning.
• Maintain accurate documentation of quality reviews, audit findings, and improvement initiatives to ensure transparency and compliance.

Requirements

• Minimum 3 years’ experience in insurance operations with strong operational knowledge, training and experience in multiple facets of service offerings.
• 1-2 years of experience in quality assurance, performance analysis, audit, or process improvement within insurance or related industries.
• Proficiency in English is required for this position.
• Ability to translate complex data into clear, actionable insights and communicate effectively with diverse stakeholders.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced, evolving environment.
• Detail-oriented with a commitment to compliance, risk mitigation, and continuous improvement.
• Excellent collaboration skills and ability to work cross-functionally.
• Resilient and adaptable, comfortable navigating ambiguity and change.
• Proactive problem solver with a continuous improvement mindset.
• Strong stakeholder management and interpersonal communication skills.
• Experience supporting or working closely with training and automation teams.
• Commitment to ongoing professional development and learning new technologies.

Skills

• Data analysis
• Data visualization
• Data interpretation
• Speech analytics platforms
• Quality management systems
• Lean
• Six Sigma
• Root cause analysis techniques
• NPS
• CSAT
• Escalation data

Location

• Remote

Work Type

• Full-time

Experience Level

• Minimum 3 years experience in insurance operations
• 1-2 years experience in quality assurance, performance analysis, audit, or process improvement

Education Level

• Post-secondary education in Business Administration, Insurance, Analytics, or related field

Salary/Compensations

• CAD $59,688.00 - 91,109.00

About the Company

• When it comes to health, we’re always looking for ways to push for better.
• In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her health by forgoing her own medicine to pay for her sick daughter’s prescription. He knew there had to be a better way. So, he introduced North America’s first prepaid drug plan, and GreenShield was born as a not-for-profit with a mission to support better health for all Canadians.
• We aren’t just a health and benefits company. We’re the only not-for-profit social enterprise that brings worlds of coverage and care together, all in one place.
• We’re noble challengers, purposefully building a better way and we need the best people to help us create a more holistic approach that takes care of the mind and body.
• Our mission is to create better health for all Canadians, and we know that starts with our employees.
• We believe a career should be meaningful. Not just a means to earn a living. Our culture is one where everyone's voice is heard and valued. Because that’s what it takes to create better health for all.
• We dare to challenge the status quo. And we’re driven by people who have challenged theirs. We believe that your workplace should empower you to be the best version of yourself. That’s why we provide a place where you can be inspired, challenged, and rewarded.
• Where your growth means our growth.
• Where your voice is heard and valued.
• Where your work has purpose. And purpose matters.
• We believe our people are critical to our overall success. Inclusivity makes us a stronger, smarter and more informed organization. Being intentionally inclusive of diverse backgrounds, perspectives and experiences will enhance our company culture to positively impact how we support our communities. A career at GreenShield isn’t just about personal achievements, it's about making a difference together.
• Here’s to Better Health for All!

Equal Opportunity

• GS supports diversity, equity and inclusion in our teams and communities, and we value the unique contributions made by all.
• Even if your experience doesn’t align perfectly to every requirement, we invite you to apply.
• We encourage applications from all candidates and will accommodate needs under human rights legislation throughout all stages of the recruitment and selection process. Please let us know of any accommodation through requestforaccommodation@greenshield.ca. Information received relating to accommodation will be addressed confidentially.