Senior Specialist, Broker Quality Assurance

Definity is the parent company to some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.

We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.

The Opportunity

In this role, the incumbent is accountable for executing external quality and compliance reviews of broker transactions and processes. The reviews will be of both Auto and Property transactions within for Personal Insurance Lines for Economical and Family Insurance.

In addition, the incumbent is responsible for creating reports that identifies observed trends and key performance metrics for an assigned region. Taking the lead within the region and monitor findings, sharing information within the team as well as internal stakeholders (BDDs, Sr leadership), participating in delivery of annual plan and becoming the subject matter expert within the region.

What to Expect

• Broker Quality Review: Perform external quality and compliance audits of broker transactions and processes ensuring adherence to relevant corporate guidelines, regulations and best practices.
• Includes:
  • Analyze data and assess quality to identify trends, gaps, or inconsistencies in training and operational processes.
  • Compile findings into detailed audit reports following each review, ensuring accuracy and clarity in presenting insights.
  • Present audit results and recommendations to brokers, facilitating understanding and alignment on next steps.
  • Collaborate with brokers throughout the review process to gather context, validate findings, and support continuous improvement.
  • Manage and strengthen relationships with broker principals and managers to foster trust, transparency, and long-term partnership.
  • Communicate key insights and opportunities to internal stakeholders, including business development teams and personal insurance underwriting
• Review and provide constructive feedback of other specialist’s work
• Sign off and approve audits for specialists within approval authority outlined in framework
• Quarterly reporting, processes, making recommendations actions to close the gaps - ranging from audit action items and projects
• Drive continuous improvement of broker audit methodology and processes
• Add feedback from internal/external stakeholders to monitor broker experience to help with building plan and prioritization
• Support leadership in the development, analysis, distribution of annual plan to internal stakeholders
• Escalating issues to management
• Coach and develop BQA specialists
Support leadership with projects within BQA to enhance processes

What You Bring

• Strong organizational and analytical problem-solving skills with the ability to resourcefully gather information, analyze critically, and communicate clearly
• Strong understanding of Personal Auto and Property Underwriting, including insurance/broker operations, internal controls and best practices.
• Excellent written and verbal communication skills. Ability to build strong relationships internally with people from all levels to help foster a positive compliance culture
• 5 years of experience within the property and casualty insurance industry with exposure to quality assurance and/or compliance type of work
• Helps build and maintain a culture of high performance and sustained profitable growth by promoting and supporting an environment that encourages productivity, collaboration, teamwork, and high-level professionalism.
• Demonstrates strong leadership competencies
• Supports and is an advocate of change
• Relevant professional designation(s) such as CIP, CRM
• Proficient in Excel, PowerPoint, and Word
Bilingualism in French would be considered an asset

Salary Range: $73,500 - $123,500

Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market.

This position is being posted to fill an existing vacancy.

We also take potential into consideration. If you don’t have this exact experience, but you know you have what it takes, be sure to give us more insight through your application and cover letter.

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting View email address on ca.snapjobsearch.com.

Background checks

This role requires successful clearance of a background check (including criminal checks and leadership references).

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