Quality Assurance & Training Coordinator - 12-Month Secondment

Who We Are With every job, there’s always the question of “why”. Why join a company? Why be part of their mission? Here, the why is easy. It’s because at some point, we’ve all needed someone there for us. At the OTIP Group of Companies (OGC), we believe that something special happens when employees feel valued for the work they do, supported as the people they are, and included in the very fabric of the organization: they bring their best to work every day. And that's why we mean it when we say we put our people at the centre of everything we do. Join us as we grow our way into a future that reimagines what it means to deliver meaningful benefits support and service. What You’ll Do: Reporting to the Manager, Shared Services, you’ll be responsible for training, monitoring, evaluating and coaching staff on call handling, call resolution and quality file management to provide optimum service to Orbit’s customers. The core parts of your role will be to: Conducts staff call observation and file audits on a scheduled basis to ensure service standards are met. This includes auditing files to ensure technical underwriting and internal process protocols (e.g., properly entering data, documentation, etc.) have been followed. Provides department manager & broker with audit results to offer feedback, identify coaching opportunities and to develop individual performance plans. Provides managers, with monthly audit reports. Based on the reports, makes recommendations to the managers on individual and departmental training requirements. Creates and delivers targeted training presentations. Onboard training of new employees (Systems, workflows, transaction audits). Recognizes and motivates customer service and sales representatives to maximize performance. Keeps customer information confidential to protect operations. Ensures staff audit summaries and action plans are filed appropriately. Assists the management team within the group home & auto division with the implementation of programs and new integration initiatives. Provides reports and call auditing to assist in complaint resolution. Performs other duties within competence, as assigned. Let’s Talk About You: This is the unique blend of skills and experience we would love to see in an ideal candidate: A college diploma or equivalent insurance industry designation. A minimum of three years’ experience in customer service or a contact center environment. Exceptional communication skills and the demonstrated ability to deal effectively with all levels of internal and external stakeholders. Superior time management, project management and organizational skills to manage competing priorities. Knowledge of Applied Epic, Carrier portals, Applied Rating Services and call-monitoring software applications. Intermediate knowledge of Microsoft Office Suite applications. The ability to fluently communicate in both English and French is an asset We also consider your potential. If you know you have what it takes to do the job, but your experience doesn’t exactly match the qualifications above, we encourage you to apply and provide us with more details about why you think you would be a great fit. The OTIP Group of Companies (“OGC”) is a group of affiliated organizations operating under a shared purpose and values. OGC is comprised of Ontario Teachers Insurance Plan (OTIP), Curo Claims Services, and Orbit Insurance Services. Candidate communications may refer to OGC when referencing any of the affiliated organizations applied to. This recruitment process uses artificial intelligence tools to assist with screening and assessing applications. All hiring decisions include human review. OTIP and its group of companies strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity. Upon individual request, we will endeavor to remove any barrier to the recruitment and selection processes and provide accommodations for persons with disabilities. As a business, we protect what matters most to our members. As an employer, we value what matters most in our workplace. Together, this includes fostering a diverse, equitable and inclusive environment for all. We are committed to learning and evolving so we can continue to celebrate what makes us special. You are who you are, and our differences are what make us unique. We are an equal opportunity employer and encourage applications from all qualified individuals. We thank all applicants for their interest; however, only candidates selected for an interview will be contacted. Apply To This Job