Quality Assurance Specialist (ON)

Position Details

What You Will Do:

Conduct quality reviews that focus on adherence to best practices and compliance.
Calibrated to standard work, identifying key improvement opportunities and trends and contribute to the building of action plans.
Focus on customer experience through call quality reviews.
Participate in training and improvement activities based on trends in quality assurance and compliance audits. 
Participate in colleague coaching, mentoring and group training as needed.
Adherence to reporting requirements related to Regulatory and Internal Compliance matters.
Assist with customer escalation as needed.
Support quality assurance reporting requirements
Identify trends and opportunities to improve the overall quality and performance in the delivery of claims services.
Maintain documentation to coordinate department level workflows, audit processes and associated compliance. 

Who You Are

3-5...