Quality Assurance & Training Coordinator - 12-Month Secondment

OTIP Group of Companies (OTIP, Orbit, Curo)•Edmonton, AB

About The Position

The OTIP Group of Companies (OGC) is seeking a Quality Assurance & Training Coordinator for a 12-month secondment. OGC is committed to putting its people at the center of everything they do, valuing employees for their work, supporting them as individuals, and including them in the organization's fabric. The company aims to deliver meaningful benefits support and service. This role reports to the Manager, Shared Services. The primary responsibility is to train, monitor, evaluate, and coach staff on call handling, call resolution, and quality file management to ensure optimum service for Orbit's customers. The position involves conducting staff call observations and file audits, providing feedback and developing individual performance plans, creating and delivering training presentations, onboarding new employees, and assisting management with program implementation and new initiatives. The role also supports complaint resolution through reports and call auditing.

Requirements

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.

Nice To Haves

The ability to fluently communicate in both English and French is an asset.

Responsibilities

Conducts staff call observation and file audits on a scheduled basis to ensure service standards are met.
Audits files to ensure technical underwriting and internal process protocols 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.
Makes recommendations to managers on individual and departmental training requirements based on audit reports.
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.