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About the Role

The Quality Analyst position is part of a team that conducts independent and objective quality assessments of Disability claims files to ensure operational processes and practices align with national best practices. The role involves auditing the lifecycle of disability claims, including Short-Term Disability, Long-Term Disability, and Health Management Consulting, and assessing claims decision processes.

Responsibilities

• Conduct quality reviews focusing on case management principles and excellence of assigned disability claims files.
• Record quality assurance results using audit tools.
• Review new claim decisions and/or change of definition decisions to assure quality.
• Meet service levels for quality, quantity, and timeliness.
• Provide feedback on evaluations and suggestions for improvement.
• Remain current on Group Life and Disability practices and processes.
• Provide input on trends to support actionable recommendations for quality improvement.
• Participate in calibration sessions to ensure consistency in measure application and program objectives.
• Provide subject matter expertise input into Disability process-related inquiries.
• Provide feedback on assessments with strong supporting rationale when disagreements arise between Quality and Operations.

Requirements

• Must have Long Term Disability Claims Management experience (3-5 years).
• Must have a minimum of 3 years of experience as a Disability Case Manager.
• Experience in auditing, sampling, and reconciliation.
• Knowledge of Organizational Effectiveness, Group Benefits, and GB strategy.
• Knowledge of other Group Benefits areas.
• In-depth knowledge of disability claims (STD, LTD, and Health Management) processes, controls, and systems.
• PC knowledge (Windows XP, Excel, Word).
• Bilingualism (French, English, both oral and written) is required.

Skills

• Long Term Disability Claims Management
• Disability Case Management
• Auditing
• Sampling
• Reconciliation
• Organizational Effectiveness
• Group Benefits
• Disability claims (STD, LTD, and Health Management) processes, controls and systems
• PC proficiency (Windows XP, Excel, Word)
• Bilingualism (French, English)

Location

• Hybrid

Work Type

• Hybrid
• Full-time

Experience Level

• 3-5 years of Long Term Disability Claims Management experience
• Minimum of 3 years of experience as a Disability Case Manager

Salary/Compensations

• 58,000 - 93,000

Benefits

• Access to short-term assignments or ‘Gigs’ across the organization
• Collaborative and interactive team environment
• Charitable giving through You Give, We Give program
• Care Days
• Sick Days

About the Company

• Sun Life is driven by its Purpose: helping Clients achieve lifetime financial security and live healthier lives.
• Values: caring, authentic, bold, inspiring, and impactful.
• Recognized as a company with a 2026 Most Trusted Executive team by Great Place to Work® Canada.
• A hybrid organization offering flexibility to work from both the office and virtually.

Equal Opportunity

• Diversity and inclusion have always been at the core of our values at Sun Life.
• A diverse workforce with wide perspectives and creative ideas benefits our Clients, the communities where we operate and all of us as colleagues.
• We welcome applications from qualified individuals from all backgrounds.
• Persons with disabilities who need accommodation in the application process, or those needing job postings in an alternative format, may e-mail a request to thebrightside@sunlife.com.