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Quality Assurance Supervisor -Bilingual

Apply Location Toronto, Ontario Requisition Number R-87736

The Quality Supervisor is responsible for leading, guiding, coaching, and developing a Team of Quality Specialists who monitor/audit the call and work quality of Operations Associates to ensure Assurant continues to deliver on its promise of delivering exceptional customer experience in accordance with contractual obligations, regulatory requirements, and compliance principles.   

Why You Should Consider This Role

  • You are authentic and love coaching and connecting with people

  • You value the autonomy to use common sense and good judgment to make decisions

  • You are comfortable dealing with conflict and providing specific feedback

  • You are an innovative thinker who anticipates and solves problems

  • You have superior relationship-building skills and can adapt to multiple audiences 

The Details

  • Establish and communicate individual QA specialist performance metrics and goals

  • Support growth and performance of QA specialists through regular feedback, coaching, career development planning, and performance management. Provide coaching with a tailored approach to address the variety of personalities and learning styles

  • Develop QA specialists through regular monitoring, coaching, and calibrations to ensure consistency in applying quality guidelines

  • Communicate concerns and formulate strategies to improve or enhance QA specialist’s performance (at an individual or team level)

  • Manage team workload in applicable platforms and monitor productivity results

  • Ensure QA model is current and aligned with internal stakeholder needs

  • Own and document team processes and procedures

  • Create, oversee and execute recognition programs to reward Operations associate QA performance and reinforce expected behaviors

  • Complete required reporting

  • Proactively communicate Team successes, progress, and challenges to OSM.

  • Participate in client call listening sessions to ensure alignment/calibration in relation to critical success criteria for the associates

  • Partner with internal stakeholders/functional teams to support solutions for identified trends/gaps which impact associate’s performance and/or customer experience

  • Fosters a dynamic team environment through frequent and effective communication, and reinforce a culture of respect, collaboration, and professionalism

  • Hire and train Team members

What You Will Like

  • The people – we care

  • The diversity - every day is different

  • The excitement – we focus on ‘What Matters Most’ to our customers

  • The difference in the value Assurant places on strong leadership

  • The opportunity to learn, grow and advance within our fortune 500 global company

  • Competitive salary

What You Should Know About Us

  • Our uncompromising values- Common Sense, Common Decency, Uncommon Thinking, and Uncommon Results guide the way we support our customers and work with one another

  • We are a Fortune 500 company employing approximately 15,000 people in 21 countries

  • We have over 125 years of experience innovating and adapting to the changing needs of our customers

The Ideal Candidates will Have

  • College Diploma or University Degree

  • Minimum of 2 years of quality assurance experience

  • Ability to handle a diverse set of issues and provide a high level of customer service in a calm and professional manner

  • Highly autonomous and self-motivated work ethic; demonstrating sound judgment, initiative, and an ability to manage multiple priorities with a sense of urgency.

  • Demonstrate an ability to handle matters of a sensitive and confidential nature, and the capacity to maintain composure while working under pressure

  • Must demonstrate a strong leadership presence, interpersonal, and highly developed writing and speaking skills

  • Strong leadership skills with the ability to build a trusting work environment


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Meet Our People

Ignacio D. - Senior Operations Analyst

Whether I'm working with people in Argentina or Chile or Miami, we all feel like we're part of the same company. And within my own group, we share ideas and analyze as a team - and drive for change, for improvements. We'll show each other how we do things and lend advice.

I also enjoy the focus on work-life balance - in the workplace, we're offered exercise classes or stretching classes with a trainer, for example. I've had the flexibility to take classes and training. And, we have the opportunity to give back to the community through events held throughout the year.