Bilingual Quality Assurance - Ottawa - TW Insurance Services Ltd.

    TW Insurance Services Ltd.
    TW Insurance Services Ltd. Ottawa

    1 week ago

    Description

    Orbit Shared Services location_on Ottawa, ON

    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.

    Job Description


    What You'll Do:

    Reporting to the Orbit Shared Services Assistant Manager, your dual role will play a position that is a critical part in maintaining service excellence by auditing client interactions and supporting the delivery of training initiatives across the organization. The ideal candidate is fluent in both English and French and has a passion for improving customer experience, coaching others, and driving quality standards.

    The core parts of your role will be to:

    Quality Assurance Call Auditing

    • Conduct regular call audits for brokers and client-facing staff in both English and French.
    • Evaluate calls based on established scorecards and quality standards.
    • Identify trends and opportunities for improvement and escalate concerns as needed.
    • Provide constructive feedback to team leaders and staff to support performance improvement.
    • Collaborate with the QA & Training team to refine audit criteria and recommend enhancements to the QA process.
    • Maintain accurate audit logs and support reporting requirements

    Training Support

    • Assist in the development and delivery of training programs for new hires and existing staff.
    • Support the onboarding process by providing guidance and answering questions from new employees.
    • Facilitate refresher sessions or micro-learnings on workflows, processes, or identified performance gaps.
    • Collaborate with team leads and subject matter experts to ensure training content remains relevant and effective.
    • Performs other duties as required

    Qualifications


    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.
    • Fluency in English and French (verbal and written) is required.
    • 2+ years of experience in quality assurance, training, or a customer service-related role (insurance industry experience preferred).
    • Exceptional communication skills and 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.
    • RIBO license preferred.

    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.

    Additional Information


    Some of the Perks We Offer:

    We offer best‑in‑class pension and benefits, total reward programs and comprehensive mental wellness supports to set you up for every success in and outside of work. Here are just some of the reasons you'll love working here:

    • Rewarding salary and bonuses that truly value your dedication
    • Industry‑leading group benefits with 100% premium coverage (excluding LTD) that start on your first day
    • Defined benefit pension plan for a financially confident retirement
    • 100% coverage of approved continuing education and licensing fees (including RIBOcourses in Ontario)
    • Flexible work‑from‑home and hybrid options
    • Unlock your potential with opportunities for advancement

    Let's work together If you are interested in this opportunity, please apply online.

    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.

    Discover service that revolves around you


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