Bilingual Quality Assurance & Training Coordinator
About the role
Job Purpose: The Bilingual Quality Assurance & Training dual-role position plays a critical part in maintaining service excellence by auditing client interactions and supporting the delivery of training initiatives across the organization. The ideal candidate is fluent in both English and French and has a passion for improving customer experience, coaching others, and driving quality standards.
Principal Responsibilities:
Quality Assurance Call Auditing
- Conduct regular call audits for brokers and client-facing staff in both English and French.
- Evaluate calls based on established scorecards and quality standards.
- Identify trends and opportunities for improvement and escalate concerns as needed.
- Provide constructive feedback to team leaders and staff to support performance improvement.
- Collaborate with the QA & Training team to refine audit criteria and recommend enhancements to the QA process.
- Maintain accurate audit logs and support reporting requirements.
Training Support
- Assist in the development and delivery of training programs for new hires and existing staff.
- Support the onboarding process by providing guidance and answering questions from new employees.
- Facilitate refresher sessions or micro-learnings on workflows, processes, or identified performance gaps.
- Collaborate with team leads and subject matter experts to ensure training content remains relevant and effective.
- Performs other duties as required
About Orbit Insurance Services
Every industry and profession has its own special characteristics, just as individuals do. At Orbit, our seasoned team of expert brokers and managers takes those characteristics into account to design custom-tailored insurance programs that protect what matters most to our valued customers.
We are a nationally licensed brokerage, specializing in group insurance programs and offering a wealth of experience and expertise. Orbit Insurance Services is a proud member of the OTIP Group of Companies (OGC) – a group of organizations sharing the same commitment to servicing our members. Collectively, we are a community of many working towards one common goal: to provide exceptional service for our customers across Canada.
Our in-depth knowledge of the industry allows our team to anticipate trends while keeping both feet firmly planted in the realities of today’s market. We’re constantly evolving to keep pace with our clients’ changing needs.
When you join the Orbit team, you are joining a community of like-minded professionals where your opinions are valued and expected. You will have the opportunity to provide feedback on departmental goals, to work collaboratively with others, and to continuously improve your professional skills. Regardless of your role or your location, you are joining a community where every employee contributes to the evolution of our culture and our brand.
At Orbit, we take pride in our employee programs, including health and wellness initiatives, virtual and in-person social events and much more. Although our head office is located in Waterloo, Ontario, we offer a wide range of hybrid and permanent work-from-home options across Ontario, Quebec, and Alberta.
Bilingual Quality Assurance & Training Coordinator
About the role
Job Purpose: The Bilingual Quality Assurance & Training dual-role position plays a critical part in maintaining service excellence by auditing client interactions and supporting the delivery of training initiatives across the organization. The ideal candidate is fluent in both English and French and has a passion for improving customer experience, coaching others, and driving quality standards.
Principal Responsibilities:
Quality Assurance Call Auditing
- Conduct regular call audits for brokers and client-facing staff in both English and French.
- Evaluate calls based on established scorecards and quality standards.
- Identify trends and opportunities for improvement and escalate concerns as needed.
- Provide constructive feedback to team leaders and staff to support performance improvement.
- Collaborate with the QA & Training team to refine audit criteria and recommend enhancements to the QA process.
- Maintain accurate audit logs and support reporting requirements.
Training Support
- Assist in the development and delivery of training programs for new hires and existing staff.
- Support the onboarding process by providing guidance and answering questions from new employees.
- Facilitate refresher sessions or micro-learnings on workflows, processes, or identified performance gaps.
- Collaborate with team leads and subject matter experts to ensure training content remains relevant and effective.
- Performs other duties as required
About Orbit Insurance Services
Every industry and profession has its own special characteristics, just as individuals do. At Orbit, our seasoned team of expert brokers and managers takes those characteristics into account to design custom-tailored insurance programs that protect what matters most to our valued customers.
We are a nationally licensed brokerage, specializing in group insurance programs and offering a wealth of experience and expertise. Orbit Insurance Services is a proud member of the OTIP Group of Companies (OGC) – a group of organizations sharing the same commitment to servicing our members. Collectively, we are a community of many working towards one common goal: to provide exceptional service for our customers across Canada.
Our in-depth knowledge of the industry allows our team to anticipate trends while keeping both feet firmly planted in the realities of today’s market. We’re constantly evolving to keep pace with our clients’ changing needs.
When you join the Orbit team, you are joining a community of like-minded professionals where your opinions are valued and expected. You will have the opportunity to provide feedback on departmental goals, to work collaboratively with others, and to continuously improve your professional skills. Regardless of your role or your location, you are joining a community where every employee contributes to the evolution of our culture and our brand.
At Orbit, we take pride in our employee programs, including health and wellness initiatives, virtual and in-person social events and much more. Although our head office is located in Waterloo, Ontario, we offer a wide range of hybrid and permanent work-from-home options across Ontario, Quebec, and Alberta.