Senior Quality Assurance Specialist - Property And Specialty Claims

About Us

Echelon Insurance provides Personal and Commercial Specialty Insurance solutions to protect Canadian families and businesses across Canada, through our trusted network of Broker partners. Echelon is a member of the CAA Club Group of Companies, and is an equal opportunity employer who offers a professional environment that champions collaboration, trust, and growth to drive success. We cultivate a great working dynamic to help us deliver what is best for our associates, Brokers, and Customers.

Who we are

Get ready to drive your career forward. Life at Echelon is fast paced, performance-driven and rewarding. We value our Associates' career growth and ongoing professional development – and we regularly recognize their achievements and outstanding results.

We are caring. We are leaders. We are innovators. We are collaborative.

We work hard and play hard. We're about doing what's right and feeling good about it.

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, Cargo, Long Haul Trucking, CGL 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.

• Champion change and continuous improvement within the Claims Department
• 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
• Develop and deliver actionable management information reports with corresponding analysis and recommendations on quality assurance and compliance based on established service and performance indicators
• 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
• 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
• Recommend and participate in training and improvement activities based on trends in quality assurance and compliance audits
• Identify trends and opportunities to improve the overall quality and performance in the delivery of claims services
• Support leaders in creating an environment for continuous performance and process improvement

Who You Are

• Expertise and knowledge in Surety, New Home warranty, Systems Warranty and Professional Liability would be an asset
• Post-secondary education (university degree or college) completed in a related field
• 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
• Prior claims audit experience
• Strong understanding of the insurance acts, regulatory compliance, strong technical knowledge within the area of Specialty Claims including Property (Personal and Commercial lines) Cargo, Long Haul Trucking, CGL and Casualty
• Excellent interpersonal skills; ability to deal with a variety of clients
• Well-developed written and verbal communication skills sufficient to present results, analysis and materials involving detailed descriptions and explanations
• Exceptional team player yet capable of operating independently
• Strong computer skills including working knowledge of Microsoft Office Suite (MS Word, MS Excel, Outlook) and various Claims systems

What’s In It For You

• Annual merit increases based on performance
• Competitive total compensation and benefits package
• DC Pension Plan with a matching contribution component
• Annual shared success program based on performance
• Complimentary CAA Membership

Our Commitment

We are an equal opportunity employer and are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). Echelon Insurance will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.As an organization we are focused on safety, which includes the safety and well-being of our Associates. Therefore, you must be and remain fully vaccinated as a condition of employment.