Quality Analyst – Data & Performance Insights

About the role

As a Quality Analyst at GreenShield, you will support the Quality Program by analysing data across multiple insurance functions, including contact‑centre interactions, claims processing, client administration and onboarding. Your insights will drive improvements in service delivery, compliance and overall operational performance.

Key responsibilities

• Analyse quality and performance data from contact‑centre (phone, email, chat), claims, client administration and onboarding activities.
• Use speech‑analytics platforms (e.g., NICE, Verint) and business‑intelligence tools (e.g., Power BI) to monitor KPIs, SLAs and compliance metrics.
• Conduct root‑cause analyses with structured methods such as 5 Whys, Fishbone diagrams and journey mapping.
• Develop and maintain dashboards, scorecards and reports that clearly communicate trends to supervisors and operational teams.
• Provide data‑driven recommendations to support coaching, training and process‑improvement initiatives.
• Collaborate with cross‑functional teams—including claims, client services, onboarding, automation and customer experience—to implement quality standards.
• Monitor customer feedback metrics (NPS, CSAT, escalations) to identify improvement opportunities.

Required profile

• Strong analytical mindset with the ability to translate data into actionable insights.
• Experience working in a regulated insurance or health‑benefits environment is preferred.
• Excellent communication skills to present findings to diverse stakeholders.

Required skills

• Proficiency with speech‑analytics platforms such as NICE or Verint.
• Hands‑on experience with Power BI or similar business‑intelligence tools.
• Familiarity with root‑cause analysis techniques (5 Whys, Fishbone, journey mapping).

What we offer

• Competitive salary range of CAD 59,688 – 91,109 per year.
• Opportunity to contribute to a not‑for‑profit mission improving health for all Canadians.
• Collaborative, purpose‑driven work environment.