Commercial Insurance Quality Control Manager

Summary

Join Zensurance as their Quality Control Manager and play a key role in ensuring the company's success. You will be responsible for identifying, planning, creating, and implementing quality initiatives, sales audits, and process reengineering across all broking areas. This data-analytic role requires collaboration with various stakeholders to pinpoint improvement areas, formulate solutions, and orchestrate resources to enhance team learning and performance. You will contribute subject matter expertise to maintain, improve, and enforce audit standards. The position reports to the Team Lead of Quality Control and involves creating and revising audit processes, identifying errors, developing training materials, and managing audit selections and calibration. You will also collaborate with sales teams and cross-functional teams to support process updates, feedback, training, and communication. This role is crucial for improving compliance and efficiency within the broking teams.

Requirements

• RIBO license
• 3+ years of related Quality Control experience within the Insurance industry (preferably commercial experience)
• Experience in conducting audits
• Experience in developing training materials, creating resource tools and process documentation
• Quality assurance analytical skills
• Ability to independently manage multiple projects simultaneously
• Ability to communicate with multiple stakeholders efficiently

Responsibilities

• Collaborate with Practice Leaders and Team Leads to ensure audit and quality processes are followed and consistent with company quality standards across our broking teams
• Formulate and review leadership audit results dashboards to be presented to the Senior Leadership Team and Practice Leaders
• Create and revise the audit process as new processes or tools are rolled out
• Identify common errors and gaps in the audit results and develop tip sheets and resources to elevate awareness and broker learning across the Sales department
• Assist in identifying performance problem areas and recommending various training methods and development to improve performance
• Prepare sales tips to reinforce learnings
• Manage and review audit selections with leaders, and perform audits for unbiased audit ratings
• Manage audit calibration to reduce audit bias
• Create, update, and manage the broker audit acknowledgment and dispute processes
• Collaborate with Sales teams and attend monthly team meetings to support feedback sessions and training initiatives to support operational excellence
• Work closely with cross functional teams such as Product Management, Underwriting and Finance to support process updates, corrections, feedback, training and communication
• Participate in monthly team meetings to support continuous feedback, learning, and provide additional tools to support operational excellence
• Develop training materials and work alongside the leadership team to roll out learning sessions
• Other duties as assigned

Preferred Qualifications

CAIB/CIP designation is an asset

Benefits

• Remote-first setup for added flexibility
• Home office allowance to create a comfortable workspace
• Top-tier tech: "Office in a box" with all necessary tech equipment
• Half days before public holidays: Enjoy half days before long weekends
• Flexible health and dental plans for families, including mental health support
• Health & personal spending accounts to invest in wellness your way
• Parental leave top-up, because family comes first
• Education assistance reimbursement for courses, conferences, books, and memberships
• Opportunities to learn from industry experts and grow your career
• Weekly Friday huddles to share updates and connect across teams
• Virtual & in-person team-building events to strengthen our culture