Job description

Permanent Full Time

We are looking for a Quality Assurance Specialist to join our Client Advisory Services (CAS) Retirement & Savings team.

CAS is Canada Life's advice and sales organization focused on building individual relationships with plan members and clients.

The Quality Assurance Specialist is responsible for evaluating member interactions, operational processes, documentation, and work outputs to ensure adherence to quality, compliance, and service standards. This role identifies opportunities for improvement, supports the development and implementation of quality frameworks and best practices, and provides insights that strengthen coaching, onboarding, performance, and operational effectiveness across both member-facing and non-member-facing teams.

What you will do:

Conduct quality reviews of advisor and member interactions to ensure compliance, service, and documentation standards are met.
Evaluate member outcomes, recommendations, and feedback to identify trends, risks, and opportunities for improvement.
Provide coaching insights and partner with leaders to support employee development, performance management, and quality improvement initiatives.
Develop and maintain quality frameworks, scorecards, reporting, and performance metrics to monitor and communicate results.
Collaborate across business teams to improve training, processes, risk management, advisor effectiveness, and the overall member experience.

What you will bring:

Reliability Status Security Clearance - this can only be completed with candidates who receive an offer of employment. This is a personal security status that is required as a condition of employment before an employee can gain access to Protected B information, assets or work sites as outlined by the Government of Canada website. The cost of submitting these checks will be covered by Canada Life.
Bilingual in English and French is a strong asset.
5+ years of experience in insurance, retirement, wealth, or financial services.
Post-secondary education in business, finance, or a related field, or equivalent experience.
Knowledge of retirement products, member service, operations, and regulatory requirements.
Experience in quality assurance, coaching, training, compliance, or continuous improvement.
Strong analytical, problem-solving, and root-cause analysis skills.
Experience with quality metrics, scorecards, dashboards, and reporting.
Strong communication, stakeholder management, and relationship-building skills.
Ability to manage multiple priorities in a fast-paced environment.
Proficiency with Microsoft 365 tools, including Excel, Power BI, Teams, SharePoint, and Copilot.
Experience with GPAS, GRS Access, Salesforce, and Amazon Connect is an asset.
Industry designations (LLQP, PFP, CFP) are assets.
Commitment to delivering exceptional member and advisor experiences.

The base salary for this position is between $59,800 - $99,700 annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.

Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.

Grow with Canada Life

Responsibilities