Call Quality Analyst

Being a part of BrokerLink, means you live our values: to act with integrity, be respectful of others, have a customer-driven mindset, strive for excellence and always treat others with generosity. These values drive our diversity and inclusion efforts to ensure a respectful and inclusive work environment is present.

We want like-minded individuals who want to provide the highest level of customer service, who carry themselves with utmost professionalism.

We want to invest in you! Your success is our success and our purpose of "we're here to help people" is what motivates us to keep the amazing talent we attract, for a long time. We want to bring out the best of all our team members! Offering countless opportunities to grow and an environment which values our most important assets, you, our team members. We have over 200 offices across Canada, ask us about our flexible work arrangements!

We are looking for a Call Quality Analyst, Commercial Insurance to join BrokerLink and work in one of our offices in our Alberta, Ontario and Atlantic region, On a Permanent FT Basis.

As part of our employee promise, here are some of the many perks of working with us:

• Flexible health and dental insurance benefits package
• Personal Spending amount to invest in your healthy lifestyle
• RRSP - Registered Retirement Savings Plan with Company matching
• ESPP - Employee Share Purchase Plan (TSX:IFC) program with matching aspect
• 'Dress for your day', dress according to your daily schedule
• Competitive compensation package with bonus aspect
• Employee discount program, including Apple, Bell, Rogers and more!
• Paid Time Off in the form of: Personal days, Volunteer days, Exam/Study Time, Jury Duty and starting at 3 weeks of vacation per year!
• Working for an employer who is regularly recognized as one of Canada's best employers such as Kincentric 2023

What the Role Entails:

• Monitors and evaluates the quality of service provided to BrokerLink customers
• Reviewing for compliance, accuracy, underwriting, as well as the customer experience
• Analyzes the collection of call data to identify trends or individuals and teams
• Develops and provides feedback to distribution managers/unit managers for the coaching and formal education of insurance advisors, based on the analysis of recorded calls
• Promotes and shares best practices to sustain business process improvement across the organization
• Stays informed of workflows, key performance indicators and accountabilities

The Successful candidate will have:

*If you feel you have the equivalent skills, please apply*

• Post-Secondary Education and a professional insurance designation (CIP, CAIB, CRM)
• Minimum of three years' experience as a Commercial Insurance broker at BrokerLink
• Strong knowledge of commercial insurance coverages
• Strong knowledge of our commercial insurance workflows
• Knowledge of: EPIC, Word, Excel, Outlook and PowerPoint
• Strong customer service skills
• Excellent writing skills
• Attention to detail
• Time management skills
• Excellent communication skills
• Maintain high level of confidentiality

We thank all applicants for their interest, but only those selected for an interview will be contacted.

BrokerLink is committed to providing an accessible environment. Accommodations are available on request for candidates taking part in the selection process.

BrokerLink is committed to creating and maintaining an inclusive environment which embraces our diversities and sees them as our strength! We want to foster a workplace that makes all our team members and customers feel welcome and appreciated.

Discover more about BrokerLink! Visit our new dedicated Webpage - https://www.brokerlink.ca/campaign/discover-brokerlink

At BrokerLink, we value diversity and are committed to creating an inclusive workplace that inspires each of us to be the best we can be. Join our team and make a difference!