Quality Team Leader

This is a fully remote position, open to applicants in Canada.

📋 Description

• Lead, mentor, and cultivate a team of Quality Specialists.

• Examine quality, complaint, and performance data to pinpoint areas for enhancement.

• Assist in process enhancements, operational initiatives, and change management efforts.

• Conduct performance evaluations, one-on-one discussions, and coaching sessions.

• Track productivity, quality, and service levels to meet team objectives.

• Manage task allocation and promote operational efficiency.

• Act as the escalation point for intricate or high-risk customer issues, concerns, and complaints.

• Supervise quality checks and assurance within the team's work to guarantee accuracy, consistency, and compliance with standards.

• Ensure quality assessments and complaint management align with regulatory requirements and company standards.

• Collaborate with Claims, Quality, Compliance, Legal, and Customer Experience teams to address issues and enhance outcomes.

• Ensure local application of functional rules and assist in the audit process and resolution of findings as necessary.

• Engage directly with customers and partners to address concerns and strengthen relationships.

• Operate effectively in a setting influenced by artificial intelligence (AI), machine learning, data analytics, and cloud-based tools, utilizing insights responsibly while adhering to our data governance, security, and ethical use standards.

⛳️ Requirements

• Associate's degree or a comparable combination of education and experience.

• Over 3 years of experience in quality assurance, complaint handling, claims, insurance operations, or a related sector.

• Prior leadership, supervisory, or team lead experience is preferred.

• Strong knowledge of quality assurance, complaint resolution, and regulatory standards.

• Demonstrated coaching and employee development capabilities.

• Exceptional problem-solving, decision-making, and conflict-resolution skills.

• Strong analytical abilities and communication skills.

• Capacity to manage multiple priorities in a dynamic environment.

• Proficiency in Microsoft Office and operational reporting tools.

🏝️ Benefits

• Health, dental, and vision insurance.

• Retirement savings plans.

• Paid time off.

• Work Well programs.

• Professional development courses.