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Underwriting & Customer Service QA Analyst / Trainer

Job Description:

In keeping with our core values, we strive for service excellence and professionalism in all our interactions but especially those with our customers. This newly created role will champion our quality assurance and training efforts including establishing trends, data reporting, applying best practices, and improving and developing our Quality and Training program to ensure quality goals are met. This role will be the primary trainer for UCS new hires and existing team members and the quality coach for ongoing quality performance.


  • Conduct regular QA evaluations and provide updates to management on team performance and key areas of focus
  • Facilitate training and coaching for team members on soft skills and technical knowledge of our programs to ensure quality standards are met
  • Onboard and conduct initial training for department new hires
  • Monitor all operations that affect quality, identify opportunities, and provide analysis and recommendations to improve results
  • Gather department feedback and collaborate with management to develop strategies that will drive team performance and improve the customer experience
  • Build and maintain a call library with appropriate calls that display desired behaviours

Job Specifications:

  • 3 to 5 years of experience with training and quality coaching to enhance performance
  • 5 to 10 years of customer service experience
  • In depth knowledge of LAWPRO’s products and services
  • Effective communication skills, both written and verbal
  • Demonstrated active listening skills
  • Strong interpersonal skills
  • Analytical and detail oriented
  • Very comfortable with technology and software; highly proficient user of Microsoft Excel, Word, Teams and Power Point

Reply in confidence to:

Interested applicants should submit their application by April 27, 2022.

Diversity and inclusion matter at LAWPRO. If contacted for an interview, please advise if you require accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

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