Quality Control Coordinator

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

* This opportunity is a 12 months contract *

• The Quality Control (QC) Coordinator is responsible for the management of the quality control and the scanned Health and Dental image reject queues, as well as Rescans, Reclassifications and Document Review processes.

• The QC Coordinator is responsible for the day to day auditing of key completed scanned and indexed claims.

• The QC Coordinator is a senior role within the data completion process will be a key resource for the Indexers

• By documenting the results of these audits, the QC Coordinator provides information to their Team Leader that will allow them to effectively manage employees' performance. By analyzing the types of errors occurring, the frequency and the staff members making them, the QC Coordinator is able to better determine staff member training needs. He/she can also assess risks associated with certain fields/receipts/claim forms based on trends and develop effective strategies to counter balance them

• Through planning and preparing of training sessions based on information acquired from audits done, the QC Coordinator is able to effectively deliver high energy on-going training and support to staff to improve performance and motivate employees to be successful in their job

• Provides back-up and overflow support for all scanning and indexing functions.

Major activities include:

• Monitoring and processing of rejected images

• Document rejects information to be able to evaluate the root cause of the rejected documents

• Documenting results of audits for further analysis and employee performance management

• Analyzing audit results for trending purposes as well as risk identification and key control identification

• Identifying, developing, and documenting issues/risks as well as recommending improvement strategies using independent judgment concerning areas being reviewed

• Implementing improvement strategies when appropriate

• Communicating or assisting in communicating the results of audits in written reports and oral presentations to management

• Communicating or assisting in communicating the results of audits in written reports and oral presentations to staff members

• Planning and preparing effective employee training sessions using results from audits in the determination of training element priorities.

Required competencies

Core Competencies and Skills:

• Collaborates effectively

• Communicates confidently

• Focuses on the customer

• Takes accountability

• Understands our business

• Leads change

• Basic knowledge of how to differentiate types of documents

• Awareness of business objectives and service level agreements

• Understanding of the FileNet an asset

Required attributes:

• Bilingualism (French, English, both oral and written) is required for the frequent interactions with English and French-speaking colleagues or internal partners across Canada and worldwide.

• Ability to analyze data, notice trends, determine root cause and find solutions

• Ability to motivate employees to increase their quality results

• Ability to work in an environment of multiple priorities and conflicting deadlines

• Ability to assess staff strengths and weaknesses and adjust training accordingly

• Ability to develop training material and deliver it appropriately

• Ability to deliver motivating feedback to have staff thrive and grow

• Ability to build strong relationships with others across business and technical communities.

• Strong problem solving abilities

• Excellent communication skills in both French and English

• Process improvement experience using an methodology

• Flexible and adaptable

• Able to work in a fast paced environment

• Strong attention to detail

Decision-making authority:

• Decisions on errors are made by the QC Coordinator based on established methodology and guidelines

• All training or process change decisions to help increase quality are made in collaboration with the Team Lead

Education and experience:

• Post Secondary Education

• 2 years experience in an insurance or financial environment

This role could lead to:

• Leadership role

• Business Solutions Analyst role

• Team Leader roles in other business units

What’s in it for you?

• We are thrilled to be recognized by Excellence Canada with their top-level certification, the Canada Order of Excellence for Mental Health at Work® ,for prioritizing employee well-being, fostering a positive work culture, and achieving excellence in mental health.

• Being a member of the Sun Life family, a group of people united by our Purpose: to help Clients and Employees achieve lifetime financial security and live healthier lives.

• A caring, supportive, and inclusive culture

• A collaborative and interactive team environment

• Being part of our journey in developing the next greatest digital experience

Unique Requirement: As a condition of the role, the successful candidate must obtain a Government of Canada Reliability Status security clearance through Sun Life in advance of the start date.

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results.

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to thebrightside@sunlife.com.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

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