Quality Specialist

Permanent Full Time

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We are looking for a Quality Assurance Specialist to join our Client Advisory Services (CAS) Retirement & Savings team.

CAS is Canada Lifes advice and sales organization focused on building individual relationships with plan members and clients.

The Quality Assurance Specialist is responsible for evaluating member interactions operational processes documentation and work outputs to ensure adherence to quality compliance and service standards. This role identifies opportunities for improvement supports the development and implementation of quality frameworks and best practices and provides insights that strengthen coaching onboarding performance and operational effectiveness across both member-facing and non-member-facing teams.

What you will do:

• Conduct quality reviews of advisor and member interactions to ensure compliance service and documentation standards are met.
• Evaluate member outcomes recommendations and feedback to identify trends risks and opportunities for improvement.
• Provide coaching insights and partner with leaders to support employee development performance management and quality improvement initiatives.
• Develop and maintain quality frameworks scorecards reporting and performance metrics to monitor and communicate results.
• Collaborate across business teams to improve training processes risk management advisor effectiveness and the overall member experience.

What you will bring:

• Reliability Status Security Clearance this can only be completed with candidates who receive an offer of employment. This is a personal security status that is required as a condition of employment before an employee can gain access to Protected B information assets or work sites as outlined by theGovernment of Canada website. The cost of submitting these checks will be covered by Canada Life.
• Bilingual in English and French is a strong asset.
• 5 years of experience in insurance retirement wealth or financial services.
• Post-secondary education in business finance or a related field or equivalent experience.
• Knowledge of retirement products member service operations and regulatory requirements.
• Experience in quality assurance coaching training compliance or continuous improvement.
• Strong analytical problem-solving and root-cause analysis skills.
• Experience with quality metrics scorecards dashboards and reporting.
• Strong communication stakeholder management and relationship-building skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft 365 tools including Excel Power BI Teams SharePoint and Copilot.
• Experience with GPAS GRS Access Salesforce and Amazon Connect is an asset.
• Industry designations (LLQP PFP CFP) are assets.
• Commitment to delivering exceptional member and advisor experiences.

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The base salary for this position is between $59800 - $99700 annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus commission etc). If you are selected to move forward in our recruitment process your recruiter will be able to discuss additional details of our total rewards program with you.

Career opportunities will be open a minimum of 5 business days from the date of posting closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.

Grow with Canada Life

Wereunited by a shared purpose: to improve the financialphysicaland mental well-beingof Canadians. Our company is trusted by 1 in 3 Canadians and contributes to the strength of communities across the country.

Werelooking for people who live our values everyday: we step up we do the right thing and we deliver for our customerscommunitiesand each you someone who always strives to do the right thing who steps up for themselves and others and who delivers with impact Then we want to hear from you!

What we offer:

Were committed to supporting our employees through every stage of their career. Heres what you can expect as a full-time or part-time permanent team member:

• Career Development: Opportunities for career advancement access to industry-leading learning programs and up to$2000 annuallytowardseducation reimbursement.

• Health & Wellness:Flexible health and dental benefitsplus a $5000 mental health benefit to support your well-being.

• Time Off:In addition to regular vacation andpersonal dayswe support communityinvolvement with avolunteer day.

• Financial Security:Company-matching pension planshare ownership program andadditionalinvestment options.

• Rewards and Recognition:Employee recognition programs service milestone celebrations employee discounts and more!
• Emphasis onCommunity:We provide aworkplace whereemployeesfeel connected and supported throughEmployee Resource Groups (ERGs)mentorshipprogramssocialclubsandevents.

Learn moreaboutCanada Life.

Werecommitted to removing barriers and ensuring equal access to employment. Applicants requiring reasonable accommodation during the application process may contact. All information provided will be handledin accordance withapplicable laws and Canada Life policies.

Canada Lifewould like to thank all applicants however only those who qualify for an interview will be contacted.

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