Quality Assurance Specialist Jobs

Onlia’s mission: Bring clarity to Insurance

Onlia offers innovative digital insurance and a telematics app that incentivises good driving to the Ontario market. Onlia’s mission is to bring clarity to insurance and simplify consumer’s relationship with their insurance company through a digital experience, and best in class customer service. Launched in 2018, Onlia is a joint venture between Achmea, the largest insurance group of the Netherlands, and Fairfax Financial, a Canadian-based financial holding company. ­

We are here to disrupt insurance in Ontario and are building a team of heavy hitters to make that a reality. We work collaboratively in a fast-paced and agile environment. Every member of our team is empowered to take ownership of their role, and to assist in the build of a best-in-class experience for our customers.

Reporting to the Senior Quality Assurance Specialist, the 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. This role is an agent of change and continuous improvement, thinking creatively to identify issues and resolve challenges. The ideal candidate is a claims expert with a wide range of industry experience, a strong ability to solve problems and is passionate about process improvement.

Key Accountabilities:

KA 1 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.

KA 2 Ensure claims adjusters and leaders are calibrated to standard work, identifying key improvement opportunities and trends and contribute to the building of action plans.

KA 3 Develop and deliver actionable management information reports with corresponding analysis and recommendations on quality assurance and compliance based on established service and performance indicators.

KA 4 Collaborates with Claims team to understand opportunities for improvement and leverage resources to build exceptional file handling practices and capabilities.

KA 5 Recommend and participate in training and improvement activities based on trends in quality assurance and compliance audits.

KA 6 Assist with customer escalations and complex claim management as needed.

KA 7 Support leaders in creating an environment for continuous performance and process improvement.

KA 8 Maintains awareness of industry trends, opportunities, and changes to ensure Onlia is prepared to respond in a manner consistent with Onlia’s vision and values.

KA 9 Maintain technical claims and jurisdictional expertise.

KA 10 Participate in special projects, assignments and other duties as assigned.

Qualifications:

• Excellent interpersonal skills: ability to deal with a variety of clients.
• Strong ability to review claims quickly and accurately for audits.
• Well-developed written and verbal communication skills sufficient to present results, analysis and materials involving detailed descriptions and explanations.
• Excellent organizational skills to schedule, organize, and carry out work assignments with established work plans and adjust work schedules according to changing priorities.
• Ability to adjust work schedule and participate in extended hours duties as required.
• Strong computer skills including working knowledge of Microsoft Office Suite (MS Word, MS Excel, Outlook) and various Claims systems.
• Strong understanding of the Insurance acts, regulatory compliance and SABs technical knowledge.
• CIP/FCIP designation or working towards completion is also preferred.
• Post-secondary education (university degree or college) completed in a related field is preferred.
• 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.
• Exceptional team player yet capable of operating independently.
• Minimum of 5 years of Claims auditing/adjusting experience

WORKING AT ONLIA

Our aim is to create a workforce that is diverse, promotes positivity, and demonstrates the values of equality, fairness, and respect in everything we do. We are dedicated to an anti-discrimination approach and provide equal opportunity for employment and advancement throughout Onlia regardless of gender, race, ethnicity, national origin, age, sexual orientation or identity, education, or disability. We respect and value diverse life experiences and cultures and ensure that all voices are valued and heard.

Onlia welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.