Bilingual Representative, Quality Assurance

Petline is part of Definity, which includes some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. With strong roots that date back to 1871, Definity has grown to become a digital leader in the insurance industry. We’re proud to help our clients and communities adapt and thrive in a world of constant change.

Our promise to you: It’s better here. Why? Because we CARE, and we provide an employee experience that’s collaborative, ambitious, rewarding, and empowering.

Our ambition is to be one of Canada’s leading and most innovative P&C insurers. Come be a part of our journey, and love what you do.

Definity offers a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Leaders partner with their teams to find the right balance of on-site and remote work that best meets the needs of their teams, colleagues, brokers and customers, while ensuring collaboration, teamwork and accountability for goals.

Reporting to the Manager, Petline Operations, the Quality Assurance Representative will be key in ensuring employees are delivering excellence in customer satisfaction through call, email, and chat quality monitoring, evaluations and effective coaching. The Quality Assurance Representative will monitor and track customer experience results such as call quality evaluations, customer experience surveys, and identify trends and improvements for customer satisfaction. Through the quality review process, the Quality Assurance Representative will suggest process and workflow changes to promote efficiency and clarity across Petline. This role requires someone who is highly focused with a strong understanding of what makes customer service great.

• Quality Monitoring - Conduct quality monitoring on call, email and chat responses for employees who interact directly with customers. Deliver coaching sessions to employees to assist with agent quality performance. Provide support to Petline's escalation process, this includes a synopses of recorded interactions, answer questions which resulted in escalations. Track and communicate results in a timely manner.
• Administration - Assist with the design and development of quality programs to ensure alignment with requirements, performance metrics, compliance, regulations and strategic inititatives. Update and maintain changes related to call quality programs and related training programs. Communicate changes and updates to processes which impact customer care and experience to stakeholders.
• Process Optimization - Through the quality review process, provide input on process and workflow changes to promote efficiency and clarity across Petline. 

What do you bring to the role?

• Post-Secondary or equivalent experience
• Bilingualism in English and French is a must 
• Strong analytical, time management and organization skills
• Excellent knowledge of Petline's products, systems, digital platforms
• Advanced oral, written and interpersonal communication skills
• Experience in coaching and providing feedback
• Goal oriented focus and meticulous detail orientation
• Strong active listening skills 

We also take potential into consideration. If you don’t have this exact experience, but you know you have what it takes, be sure to give us more insight through your application and cover letter.

Go ahead and expect a lot — you deserve it, and we’ve got it: 

• Hybrid work schedule for most roles
• Company share ownership program
• Pension and savings programs, with company-matched RRSP contributions
• Paid volunteer days and company matching on charitable donations
• Educational resources, tuition assistance, and paid time off to study for exams
• Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
• Wellness and recognition programs
• Discounts on products and services

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting: [email protected]

Background checks
This role requires successful clearance of a background check (including criminal checks and leadership references).

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