Manager, Quality and Training

Gore Mutual is Building Our Future through digital first initiatives. This role will oversee all aspects of quality assurance including establishing metrics, applying industry best practices, and developing new tools, processes, and establishing and implementing training processes and material to ensure quality goals are met & maintained. The Manager, Quality and Training is an integral part of Operations Center of Excellence and Gore Mutual's growth and long-term success.

What will you do?

• Establish and maintain internal Quality Assurance policies, assessment tools & training for the Operations team.
• Lead and oversee the internal Quality, Audit and Training processes, including scheduling, implementation and reporting to ensure monthly targets are met.
• Provide leadership, coaching, training, and development opportunities to team members.
• Ensure compliance with regulatory requirements and internal standards and identify training needs, building & delivering training modules aligned with adult learning methodologies & approaches.
• Build interactive partnerships with team members, providing ongoing feedback and recommendations to enhance client service.
• Effectively manage and build rapport with key stakeholders and partners to ensure optimal service delivery targets are met.

What will you need to succeed?

• Minimum 7 years' experience leading a quality assurance program in a national call centre environment, ideally within the P&C insurance industry.
• Minimum 5 years' leadership experience is required.
• Minimum 5 years' Quality assurance, auditing and reporting experience.
• CIP/FCIP or working towards designation is considered an asset.

Hybrid: This is a hybrid role that includes the flexibility to work remotely. Please note, regular in-person workdays at our Cambridge Office location are expected 3 times a week.

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