GROUP OF COMPANIES operates across pharmaceutical manufacturing and medical devices, serving healthcare settings with products and services spanning antibiotics, antivirals, and surgical technologies. Its medical device portfolio includes equipment for urology and gynaecology, robotic surgery systems, and operating room systems. The company also provides training and education, alongside sales and after-sale service for healthcare customers.
Quality Assurance and Training Coordinator
Audit calls and insurance files for OTIP Group customers, while coaching staff and delivering training across home and auto insurance operations. Support service improvements through quality reviews, onboarding, and complaint resolution.
Opis
- Train and coach staff in call handling, resolution, and quality file management.
- Observe staff calls and audit files on a scheduled basis.
- Review files for technical underwriting and internal process compliance.
- Share audit findings and feedback with department managers and brokers.
- Identify coaching needs and create individual performance plans.
- Prepare monthly audit reports and recommend training for individuals and departments.
- Develop and deliver focused training presentations.
- Train new employees on systems, workflows, and transaction audits.
- Recognize and encourage customer service and sales representatives.
- Protect the confidentiality of customer information.
- Maintain staff audit summaries and action plans in the appropriate files.
- Support program rollouts and integration initiatives in the group home and auto division.
- Investigate customer service issues and resolve file escalations.
- Provide customer service support as needed.
- Prepare reports and audit calls to support complaint resolution.
- Carry out other assigned duties within your competence.
Zahteve
- College diploma or equivalent insurance industry designation.
- Active licence.
- At least two years of underwriting experience preferred.
- At least three years of customer service or contact center experience.
- Strong communication skills and ability to work effectively with internal and external stakeholders.
- Strong time, project, and organizational management skills.
- Knowledge of Applied Epic, carrier portals, Applied Rating Services, and call-monitoring software.
- Intermediate proficiency with Microsoft Office applications.
- English and French fluency is an asset.
Ugodnosti
- Defined benefit pension plan to support retirement planning.
- Full coverage of approved continuing education and licensing fees.
- Professional learning resources, including LinkedIn Learning.
- Flexible work-from-home and hybrid arrangements.
- Career advancement opportunities.
- Performance-recognition bonuses.
- Comprehensive employee benefits.
- Total rewards programs.
- Mental wellness support.