Workforce Management and Quality Assurance Specialist

Job summary

Develop forecasts, staffing plans, and schedules, and monitor real-time performance to support service levels, productivity, and customer experience. Administer quality reviews and reporting, identify improvement opportunities, and partner with leaders on training, coaching, calibration, and operational initiatives.

Job details

Join our dynamic, fast-moving, international group and help shape the future of care. If you are the kind of person people turn to in times of need, we want to meet you. We are looking for people who truly care: who are willing to roll up their sleeves to help others and are energized by being there when it matters most. If you think fast, are open to change, and strive to be the best you can be, this is the place for you. We are a company driven by cutting-edge technology and a culture of care. We design insurance solutions and deliver assistance services that make a real difference to people’s lives. And just as we are always there for our customers, we are always there for you too. We will help you build a meaningful career full of purpose, pace and possibility. About our company: We are the world’s premier care partner, providing the world’s leading institutions and their customers and employees with insurance, assistance and prevention services that free them to make the most of every moment. Our roots in assistance, and long history in insurance, have shaped a culture of care and innovation that sets us apart. Unlike major insurers, we are a fast-paced, agile and growing organization. We empower our people at all levels to act with confidence and authenticity. We believe it helps them take initiative, make quicker decisions, and build real, enduring relationships and effective solutions. We keep our structure streamlined and deploy industry-leading technology so our people can act faster, and with greater agility, to help our customers. Care is at the heart of who we are and extends far beyond just our customers. We are one, international team — shaped and enhanced by the many cultures and perspectives we represent. We are committed to ensuring everyone that works with us feels valued and equipped to flourish. And we also care for our planet: taking pride in our industry-leading initiatives towards building a sustainable business. The position is based in Toronto, and the working environment is a mix of in-office and remote work, though always in close collaboration with colleagues and stakeholders. About The Role We are seeking a Workforce Management & Quality Assurance Specialist to support operational performance across our contact centre, claims, and assistance operations. This role is responsible for workforce planning, scheduling, real-time performance management, quality monitoring, reporting, and continuous improvement initiatives to ensure exceptional customer service and operational excellence. Key Responsibilities Develop forecasts, staffing plans, and schedules to support service level and operational objectives. Monitor real-time performance and implement staffing adjustments to optimize customer experience and productivity. Development and administration of quality program. Conduct quality reviews of customer interactions, claims, and assistance activities to ensure compliance and service excellence. Analyze workforce and quality metrics, identify trends, and provide recommendations for improvement. Provide training on quality-derived themes and opportunities. Partner with leadership to deliver coaching, calibration, and performance improvement initiatives. Support reporting, workforce technology, process improvement, and business continuity activities. Maintain knowledge of operational goals and targets. Qualifications 3+ years of workforce management experience in a contact centre environment. Experience in quality assurance, claims, customer service, or assistance operations. Strong forecasting, scheduling, analytical, and problem-solving skills. Advanced proficiency in Microsoft Excel; experience with workforce management systems and Power BI is preferred. Excellent communication, stakeholder management, and coaching abilities. Experience in travel insurance, claims administration, or assistance services is an asset. Bilingual English/French is an asset. Core Competencies Analytical Thinking Workforce Planning Quality Focus Customer Service Excellence Continuous Improvement Communication & Coaching Collaboration Compliance & Risk Awareness Adaptability Hours of Work: Monday to Friday Work Location: Toronto Vacancy: 1 full time position Redion supports all accommodation requests from applicants with disabilities; please contact Human Resources at careers@redion.com if any accommodation is required. We welcome candidates from all backgrounds and are dedicated to creating an inclusive environment where everyone can thrive. Artificial Intelligence (AI) Usage Disclosure: Please note that our recruitment process may involve the use of artificial intelligence (AI) or automated tools to assist in screening, assessing, and selecting applicants. These technologies are used to enhance efficiency, ensure consistency, and support fair decision-making. All AI-assisted evaluations are conducted in accordance with applicable privacy and employment regulations. We thank all applications for their interest, but only candidates selected for an interview will be contacted. We are the world’s premier care partner, providing the world’s leading institutions and their customers and employees with insurance, assistance and prevention services that free them to make the most of every moment.

What you’ll do

Develop forecasts, staffing plans, and schedules, and monitor real-time performance to support service levels, productivity, and customer experience. Administer quality reviews and reporting, identify improvement opportunities, and partner with leaders on training, coaching, calibration, and operational initiatives.

Requirements

Requires at least three years of workforce management experience in a contact centre, along with experience in quality assurance, claims, customer service, or assistance operations. Candidates should have strong forecasting, scheduling, analytical, communication, and coaching skills, plus advanced Excel proficiency; Power BI, workforce management systems, relevant insurance or assistance experience, and English-French bilingualism are assets.

Listed skills

• Forecasting · Preferred
• scheduling · Preferred
• Quality assurance · Preferred
• Data analysis · Preferred
• Microsoft Excel · Preferred
• Power BI · Preferred
• Reporting · Preferred
• Process Improvement · Preferred
• Coaching · Preferred
• Stakeholder Management · Preferred
• Communication · Preferred
• Compliance · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Workforce Planning
• Forecasting
• Scheduling
• Real-Time Performance Management
• Quality Assurance
• Quality Monitoring
• Data Analysis
• Microsoft Excel
• Power BI
• Workforce Management Systems
• Reporting
• Process Improvement
• Coaching
• Stakeholder Management
• Communication
• Compliance

Job areas

• Customer Service & Support
• Management & Leadership
• Data & Analytics
• Finance & Accounting

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