WHO WE AREWhen it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her health by forgoing her own medicine to pay for her sick daughter’s prescription. He knew there had to be a better way. So, he introduced North America’s first prepaid drug plan, and GreenShield was born as a not-for-profit with a mission to support better health for all Canadians.THE ROLE IN A NUTSHELLBase Salary:CAD $59,688.00 - 91,109.00As aQuality Analyst, Bilingual, you will play a vital role in supporting the Quality Program by analyzing data and evaluating the quality and performance of GreenShield operations including areas such as contact centre services, claims processing, client administration, and onboarding. Your insights will help identify trends, uncover root causes of issues, and provide actionable recommendations that empower operational teams to enhance service delivery and compliance.Key ResponsibilitiesAnalyze quality and performance data from multiple insurance functions, including contact centre interactions (phone, email, chat), claims, client administration, and onboarding activities.Utilize speech analytics platforms (e.G., NICE, Verint), business intelligence tools (e.G., Power BI), and quality management systems to monitor KPIs, SLAs, and compliance metrics.Conduct detailed root cause analyses using structured methodologies (5 Whys, Fishbone diagrams, journey mapping) to identify process inefficiencies and recurring errors.Develop and maintain detailed dashboards, scorecards, and reports that clearly communicate quality and performance trends to supervisors and operational teams.Provide data-driven insights and recommendations to support coaching, training,



and process improvement initiatives led by leadership.Collaborate with cross-functional teams-including claims, client services, onboarding, automation, and customer experience to support the implementation of quality standards and process enhancements.Monitor customer and stakeholder feedback metrics such as NPS, CSAT, and escalation data to identify opportunities for improvement.Support project teams by providing analytical assessments of process adherence and performance outcomes.Assist the training team by delivering quality insights that reinforce best practices and support continuous learning.Maintain accurate documentation of quality reviews, audit findings, and improvement initiatives to ensure transparency and compliance.WHO WE'RE LOOKING FORMinimum 3 years’ experience in insurance operations with strong operational knowledge, training and experience in multiple facets of service offerings.Post‑secondary education in Business Administration, Insurance, Analytics, or related field.1‑2 years of experience in quality assurance, performance analysis, audit, or process improvement within insurance or related industries.Strong analytical skills with proficiency in data analysis, visualization, and interpretation using tools.Experience with speech analytics platforms and/or quality management systems is highly desirable.Solid understanding of insurance operations including claims, client administration, onboarding, and contact centre environments.Knowledge of quality assurance methodologies (Lean, Six Sigma)



and root cause analysis techniques.Ability to translate complex data into clear, actionable insights and communicate effectively with diverse stakeholders.Strong organizational skills with the ability to manage multiple priorities in a fast‑paced, evolving environment.Detail‑oriented with a commitment to compliance, risk mitigation, and continuous improvement.Excellent collaboration skills and ability to work cross‑functionally.Resilient and adaptable, comfortable navigating ambiguity and change.Proactive problem solver with a continuous improvement mindset.Strong stakeholder management and interpersonal communication skills.Experience supporting or working closely with training and automation teams.Commitment to ongoing career development and learning new technologies.Bilingualism is nice to have.A FEW MORE DETAILSProficiency in English is required for this position. As part of this role, you will be required to communicate with colleagues or customers who use English as their primary language. By requiring English proficiency for this position, we aim to ensure that our employees can excel in their roles, collaborate, and communicate effectively, and contribute to the success of our organization.GS supports diversity, equity and inclusion in our teams and communities, and we value the unique contributions made by all. Even if your experience doesn’t align perfectly to every requirement, we invite you to apply. We encourage applications from all candidates and will accommodate needs under human rights legislation throughout all stages of the recruitment and selection process. Please let us know of any accommodation through [email protected]. Information received relating to accommodation will be addressed confidentially.#J-18808-Ljbffr

📌 Quality Analyst - C$59,688 - C$91,109 A Year (Winnipeg)
🏢 GreenShield
📍 Winnipeg