Job Description

The Employee Development Coach (EDC) supports and evaluates the growth and development of members in the Assistance department, to assist them in achieving established role objectives.

Reporting to the Team Leader (TL) - Quality and Employee Development, they are a member of a team whose focus is to ensure the Assistance teams are equipped to achieve service deliverables to our clients.

The EDC will assume the development and support of team members who have graduated out of new hire training. Key responsibilities include but are not limited to quality assurance evaluations, identifying and reporting on trends, performance coaching, project and program implementation, and maintenance of quality assurance reference materials & workflow documents.

Role and Responsibilities

• Perform regular quality evaluations using defined processes;
• Perform ad hoc quality evaluations and analysis as required;
• Help to maintain QA forms and expectations to ensure alignment with procedural expectations;
• Share QA results with leadership using both established guidelines and proactively when appropriate;
• Provide 1:1 performance coaching with assigned employees both proactively when an opportunity is identified and reactively when requested.
• Work cooperatively with Team Leaders/Management to identify opportunities to build or reinforce the skillset of Team Members;
• Collaborate with leadership and fellow support team members to review, refine and implement changes to workflows and processes;
• Perform other duties as assigned;

What skills and experience are we looking for?

• College or University Degree or equivalency training in insurance, medical or health-related field;
• 1-3 years of experience in quality assurance and/or coaching role preferred;
• Intermediate Knowledge of MS Office Suite;
• Clear and effective communication in both English and French (written and verbal) (mandatory) English will be used in particular to carry out daily follow-ups with other departments in our various offices, whether in Ontario, or elsewhere.;
• Excellent organizational skills with a strong attention to detail and good problem-solving skills;
• Willingness to collaborate and maintain an innovative/continuous improvement focus;
• Able to handle fluctuating work volumes in a fast paced, superior customer focused environment.

When you apply:

If you require assistance or accommodation during our recruitment process, please notify Human Resources so that we can review and consider how we may be able to assist you based on your individual needs.

We offer you

Global Excel offers more than a position

• Competitive compensation package that includes annual salary review and annual performance bonus;
• Extensive benefit package including, health, dental, travel and health care spending account;
• 3 weeks vacation;
• RRSP matching program;
• A professional future with opportunities for development, growth, and advancement;
• Financial assistance to employees who wish to continue their education;
• Work/life balance, health and wellness initiatives including an excellent Employee Assistance program;
• On site Gym;
• Employee engagement programs that focus on fitness, food, and fun;
• Windsor, Ontario Candidates: annual salary scale ($27.09 - $35.56). Relevant candidate experience will be also considered (Including licensed Brokers). *Other locations, salary to be discussed based on geographic differential.

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