Quality Assurance Leader, Remote Work, Full-Time, (Toronto, On)

Company

ClaimsPro LP

Quality Assurance Leader, Remote Work, Full-Time, (Toronto, ON)

Position Details

What You Will Do

Reporting to the Manager, Quality Assurance & Compliance, the Senior Quality Assurance Specialist is responsible for the development, administration and co-ordination of quality assurance programs and compliance within the Claims Department including identification of trends, gaps and needs related to the delivery of claims services. A strong technical knowledge within the area of Specialty Claims including Personal and Commercial Property, and Casualty is required. The ideal candidate is a claims expert with a wide range of industry experience, a strong ability to problem solve and is passionate about process improvement.

• Develop and deliver actionable management information reports with corresponding analysis and recommendations on quality assurance and compliance based on established service and performance indicators
• Support leaders in creating an environment for continuous performance and process improvement
• Collaborates with Claims team to understand opportunities for improvement and leverage resources to build exceptional file handling practices and capabilities
• Participate in special projects, assignments and other duties as assigned
• Identify trends and opportunities to improve the overall quality and performance in the delivery of claims services
• Recommend and participate in training and improvement activities based on trends in quality assurance and compliance audits
• Ensure claims adjusters and leaders are calibrated to standard work, identifying key improvement opportunities and trends and contribute to the building of action plans
• Assist with customer escalations and complex claim management as needed
• Conduct quality assurance reviews of claim files, focusing on adherence to best practices to deliver high quality outcomes to ensure the fair treatment of customers
• Champion change and continuous improvement within the Claims Department

Who You Are

• Well-developed written and verbal communication skills sufficient to present results, analysis and materials involving detailed descriptions and explanations
• Expertise and knowledge in Surety and Professional Liability would be an asset
• Prior claims audit experience
• Strong computer skills including working knowledge of Microsoft Office Suite (MS Word, MS Excel, Outlook) and various Claims systems
• Exceptional team player yet capable of operating independently
• Post-secondary education (university degree or college) completed in a related field nice to have
• Excellent time management skills with an ability to effectively prioritize and simultaneously manage multiple activities with varying complexity with minimal supervision, meeting demanding deadlines and produce high quality work
• Strong understanding of the insurance acts, regulatory compliance, strong technical knowledge within the area of Specialty Claims including Property (Personal and Commercial lines) and Casualty
• Excellent interpersonal skills; ability to deal with a variety of clients

SCM Insurance Services and affiliates welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates throughout the recruitment and assessment process.