You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.
Job Description:
Job description
Are you passionate and thrive on delivering exceptional service in all that you do? Are you looking for an opportunity where you can showcase your expertise and expand your growth with a team that supports each other, shares their knowledge and encourages high performance in a continuous improvement environment where you will be motivated to bring your best every day?
At Sun Life you’ll get to be part of a supportive culture and community that celebrates each other’s successes and supports one another through learning opportunities.
Position Summary:
The Operational Learning and Performance (OLP) team provides innovative and digital learning, quality, and knowledge management solutions to the Canadian Operations business lines. Our solutions are aligned to the overall strategy and vision for Canadian Operations and enable our business partners to provide client centric service excellence.
The Quality Analyst conducts independent and objective complex quality assurance assessments, interpreting and delivering results to Canadian Operations Business Partners collaborating with the OLP Business Partner Leads. They maintain and update current quality programs and provide analysis of quality metrics to identify, recommend and implement continuous improvements for Canadian Operations.
The Quality Analyst will collaborate closely with the Quality Strategic Initiatives and Solutions Team to ensure quality programs meet the needs of the business and align to Canadian Operations metrics and strategies.
Responsibilities:
- Conducts quality assurance assessments for ongoing quality programs.
-
Delivery of quality assessments as defined in the Service Level Agreements in terms of quality, quantity, and timeliness, or as otherwise agreed upon with Business Partner while providing constructive feedback and recommendations for improvement and monitoring these improvements.
-
Reporting and resolving process gaps found through assessments.
-
Respond to assessment appeals from the Business Partners and communicate with various levels within the Business Unit
-
Implementation of Quality best practices
-
Make recommendations to Strategic quality team for enhancing quality programs that support Canadian Operations.
-
Understand the importance of internal benchmarking requirements (quantity, quality & timeliness) & identify/create best practices within Quality.
-
Present quality results and observations to the Business Unit’s leadership team partnering with OLP Business Partner Leads.
-
Subject Matter Expert for the application of Quality development methodologies and principles.
-
Understand impact of Quality portion on budget targets.
-
Actively participate in Calibration meetings.
-
Accountable for performing Quality within Quality for team members.
-
In conjunction with the Consultant/Manager, analyze quality data and present Quality findings through meetings with Business Partners and working closely with OLP Business Partner Leads.
-
Identify training issues/gaps via error tracking (trending analysis)
-
Subject Matter Expert on Quality driven projects and projects requiring updating of Programs.
Qualifications and Experience:
-
University degree, possibly a certification / diploma, or college degree (or equivalent number of years of experience in the Insurance and Financial Services industry)
-
3 + years’ work experience in Quality, and/or in Operations
-
As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required for Quebec only to answer calls from English and French-speaking clients across Canada or worldwide.
-
Demonstrate a collaborative and interactive style that initiates and facilitates discussion within the team.
-
Strong time management skills
-
Customer obsession mindset
-
Ability to collaborate with colleagues and business partners.
-
Ability to influence and make recommendations.
-
Solution focused mindset
In-depth knowledge of:
-
Quality assessment processes, recording tools.
-
Scoring, sampling and reconciliation methodology
-
Quality Framework and Guiding Principles
-
Microsoft Office software
-
Business area processes, controls, and systems
-
Regulatory and legislative environment
Basic knowledge of:
-
Generally Accepted Auditing Standards
-
Risks
-
Budgeting
When a new position becomes available which matches your background and experience, the base pay range will be disclosed and correspond to the opportunity Sun Life will consider you for.
In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results.
Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.
Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to [email protected].
At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.
We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.
Job Category:
Customer Service / Operations
Posting End Date:
01/10/2023
