QUALITY ANALYST (HYBRID)

Green Shield Canada•Montreal, QC

8d•CA$59,688 - CA$91,109•Hybrid

About The Position

As a Quality Analyst, Bilingual, you will play a vital role in supporting the Quality Program by analyzing data and evaluating the quality and performance of GreenShield operations including areas such as contact centre services, claims processing, client administration, and onboarding. Your insights will help identify trends, uncover root causes of issues, and provide actionable recommendations that empower operational teams to enhance service delivery and compliance. GreenShield is a not-for-profit social enterprise that brings worlds of coverage and care together, all in one place. Our mission is to create better health for all Canadians, and we know that starts with our employees. We are 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.

Requirements

Minimum 3 years’ experience in insurance operations with strong operational knowledge, training and experience in multiple facets of service offerings
Post-secondary education in Business Administration, Insurance, Analytics, or related field
1-2 years of experience in quality assurance, performance analysis, audit, or process improvement within insurance or related industries
Strong analytical skills with proficiency in data analysis, visualization, and interpretation using tools
Solid understanding of insurance operations including claims, client administration, onboarding, and contact centre environments
Knowledge of quality assurance methodologies (Lean, Six Sigma) and root cause analysis techniques
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
Proficiency in English is required for this position.

Nice To Haves

Experience with speech analytics platforms and/or quality management systems is highly desirable
Bilingualism is nice to have

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.