Manager, Quality and Training - Cambridge, Canada - Gore Mutual Insurance

Gore Mutual Insurance

Verified Company

Cambridge, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

We're now at the boldest phase of our Next Horizon journey
At Gore Mutual, we've completely transformed our business in under three years.

By investing in top talent and leading technology, we've redefined what it means to be a modern mutual that does good.

Our path forward brings a sharper focus on our business' performance that's powered by innovation and an agile, high-performing culture - we're built for success.

We're well on our way to becoming a purpose-driven, digitally led national insurer. Come join us.

What will you do?

Establish and maintain internal Quality Assurance policies, assessment tools & training for the Operations team.
Lead and oversee the internal Quality, Audit and Training processes, including scheduling, implementation and reporting to ensure monthly targets are met.
Provide leadership, coaching, training, and development opportunities to team members.
Ensure compliance with regulatory requirements and internal standards and identify training needs, building & delivering training modules aligned with adult learning methodologies & approaches.
Build interactive partnerships with team members, providing ongoing feedback and recommendations to enhance client service.
Effectively manage and build rapport with key stakeholders and partners to ensure optimal service delivery targets are met.

What will you need to succeed?

Minimum 7 years' experience leading a quality assurance program in a national call centre environment, ideally within the P&C insurance industry.
Minimum 5 years' leadership experience is required.
Minimum 5 years' Quality assurance, auditing and reporting experience.
CIP/FCIP or working towards designation is considered an asset.

Hybrid:
This is a hybrid role that includes the flexibility to work remotely. Please note, regular in-person workdays at our Cambridge Office location are expected 3 times a week.

LI-Hybrid