Quality Assurance Specialist

Located in Ontario and Nova Scotia, Heartland Mutual Insurance strives to be the Best Mutual. Our team of talented and dedicated professionals challenge the norm and strive to be extraordinary. It’s all about fulfilling our promise with a personal approach. With our team, you’ll bring this purpose to life every day by living our values, being open to change, and pursuing your career aspirations.

What you will do...

• Conduct regular and systematic audits of claim files across all lines of business.
• Ensure alignment with regulatory requirements, internal policies, and industry best practices in all audit activities.
• Document audit findings, maintaining accurate records and detailed reports.
• Develop and manage comprehensive QA reporting systems, providing detailed insights into claims handling performance trends, strengths, and opportunities for improvement.
• Collaborate with the Manager, Corporate Claims to build analytical tools and standardized reporting protocols.
• Deliver performance reports to Claims leadership, highlighting key metrics, trends, and recommendations.
• Collaborate with internal stakeholders to identify training needs and develop training modules and coaching strategies for claims adjusters.
• Provide recommendations for claims handling training and development initiatives.
• Recommend process improvements, policy updates, and enhancements to claims handling practices.
• Collaboratively align quality assurance initiatives with corporate strategic objectives.
• Assist in the design and execution of strategic claims projects.
• Clearly communicate audit results, performance analysis, and improvement recommendations to internal stakeholders.
• Support external stakeholder satisfaction by ensuring consistent quality standards in claims handling.

What you will bring...

• Minimum 5-7 years of claims experience, with at least 3 years in a dedicated Quality Assurance or auditing role.
• Post-secondary education in Business, Insurance, or a related discipline; CIP designation strongly preferred.
• Advanced knowledge of claims handling processes, regulatory requirements, and best practices.
• Proficiency with auditing methodologies, claims management systems, analytical software, and reporting tools.
• Exceptional analytical and critical thinking skills.
• Strong attention to detail, documentation accuracy, and organizational capabilities.
• Effective communication, interpersonal, and collaborative abilities.
• Commitment to continuous improvement, innovation, and maintaining high-quality standards in claims management.

What we offer...

In return, we’ll give you countless opportunities to learn and grow. You’ll be empowered to be your best self, do your best work, and make a meaningful impact. Here, you can help shape the future of insurance, win as a team, and grow with us.
At Heartland, our benefits are great and include not only health and dental coverage but also a generous pension plan. All staff members share in our company’s success through our incentive plan. And with our hybrid work model, you get the best of both worlds – the ability to collaborate and connect with great colleagues and to enjoy the benefits of working from home.

Intrigued? We can’t wait to hear from you!

If you have the qualifications we are seeking and would thrive in a work environment where you are valued and respected, please apply on the company website. Accommodations are available on request for candidates taking part in all aspects of the selection process.

A Place Where YOU Can Make a Difference! Proudly Canadian. Mutually Owned.