Quality Analyst (Hybrid)

WHO WE ARE
When it comes to health were always looking for ways to push for better. Its why we were founded in the first 1957 our founder pharmacist William Wilkinson witnessed a mother sacrifice her health by forgoing her own medicine to pay for her sick daughters prescription. He knew there had to be a better way. So he introduced North Americas first prepaid drug plan and GreenShield was born as a not-for-profit with a mission to support better health for all Canadians.

We arent just a health and benefits company. Were the only not-for-profit social enterprise that brings worlds of coverage and care together all in one place.
Were noble challengers purposefully building a better way and we need the best people to help us create a more holistic approach that takes care of the mind and body.

Our mission is to create better health for all Canadians and we know that starts with our employees.

THE ROLE IN A NUTSHELL

Base Salary: CAD $59688.00 - 91109.00

As aQuality Analyst Bilingual you will play a vital role in supporting the Quality Program by analyzing data and evaluating the quality and performance of GreenShield operations including areas such as contact centre services claims processing client administration and onboarding. Your insights will help identify trends uncover root causes of issues and provide actionable recommendations that empower operational teams to enhance service delivery and compliance.

Key Responsibilities

• Analyze quality and performance data from multiple insurance functions including contact centre interactions (phone email chat) claims client administration and onboarding activities.
• Utilize speech analytics platforms (e.g. NICE Verint) business intelligence tools (e.g. Power BI) and quality management systems to monitor KPIs SLAs and compliance metrics.
• Conduct detailed root cause analyses using structured methodologies (5 Whys Fishbone diagrams journey mapping) to identify process inefficiencies and recurring errors.
• Develop and maintain detailed dashboards scorecards and reports that clearly communicate quality and performance trends to supervisors and operational teams.
• Provide data-driven insights and recommendations to support coaching training and process improvement initiatives led by leadership.
• Collaborate with cross-functional teams-including claims client services onboarding automation and customer experience to support the implementation of quality standards and process enhancements.
• Monitor customer and stakeholder feedback metrics such as NPS CSAT and escalation data to identify opportunities for improvement.
• Support project teams by providing analytical assessments of process adherence and performance outcomes.
• Assist the training team by delivering quality insights that reinforce best practices and support continuous learning.
• Maintain accurate documentation of quality reviews audit findings and improvement initiatives to ensure transparency and compliance.

• Minimum 3 years experience in insurance operations with strong operational knowledge training and experience in multiple facets of service offerings

• Post-secondary education in Business Administration Insurance Analytics or related field
• 1-2 years of experience in quality assurance performance analysis audit or process improvement within insurance or related industries
• Strong analytical skills with proficiency in data analysis visualization and interpretation using tools
• Experience with speech analytics platforms and/or quality management systems is highly desirable
• Solid understanding of insurance operations including claims client administration onboarding and contact centre environments
• Knowledge of quality assurance methodologies (Lean Six Sigma) and root cause analysis techniques
• Ability to translate complex data into clear actionable insights and communicate effectively with diverse stakeholders
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced evolving environment
• Detail-oriented with a commitment to compliance risk mitigation and continuous improvement
• Excellent collaboration skills and ability to work cross-functionally
• Resilient and adaptable comfortable navigating ambiguity and change

• Proactive problem solver with a continuous improvement mindset
• Strong stakeholder management and interpersonal communication skills
• Experience supporting or working closely with training and automation teams
• Commitment to ongoing professional development and learning new technologies
• Bilingualism is nice to have

THE CULTURE
We believe a career should be meaningful. Not just a means to earn a living. Our culture is one where everyones voice is heard and valued. Because thats what it takes to create better health for all. We dare to challenge the status quo. And were driven by people who have challenged theirs. We believe that your workplace should empower you to be the best version of yourself. Thats why we provide a place where you can be inspired challenged and rewarded.

Where your growth means our growth.
Where your voice is heard and valued.
Where your work has purpose. And purpose matters.

We believe our people are critical to our overall success. Inclusivity makes us a stronger smarter and more informed organization. Being intentionally inclusive of diverse backgrounds perspectives and experiences will enhance our company culture to positively impact how we support our communities. A career at GreenShield isnt just about personal achievements its about making adifference together.

Heres to Better Health for All!

A FEW MORE DETAILS
Proficiency in English is required for this position. As part of this role you will be required to communicate with colleagues or customers who use English as their primary language. By requiring English proficiency for this position we aim to ensure that our employees can excel in their roles collaborate and communicate effectively and contribute to the success of our organization.

GS supports diversity equity and inclusion in our teams and communities and we value the unique contributions made by all. Even if your experience doesnt align perfectly to every requirement we invite you to apply. We encourage applications from all candidates and will accommodate needs under human rights legislation throughout all stages of the recruitment and selection process. Please let us know of any accommodation through Information received relating to accommodation will be addressed confidentially.

Providing this information gives GS consent to use your personal information to assess your suitability for specific positions future opportunities or for your personnel file. Your résumé will be held in strict confidence and will be viewed only by the Organization. Information may be stored outside of Canada and could be used for aggregate statistical purposes (which uses no personal identification).

AI Usage - GreenShield leverages AI to help produce Job Descriptions and ideate on interview questions. We also leverage AI for interview transcription support.

Required Experience:

IC