Job Description
:*** This is a one year opportunity ***
Hybrid Role
The Quality Analyst position is part of a team whose mandate is to conduct independent and objective quality assessments of Disability claims files. The team’s focus is to ensure that operational processes and practices are consistent with best practices established on a national basis. The Quality Analyst will complete audit functions on the lifecycle of a disability claim, including Short-Term Disability, Long-Term Disability and Health Management Consulting, including the assessment of the claims decision processes. The ability to learn and apply key concepts across all programs (i.e. Creditor, Compliance, Case Management Quality, Association and Affinity, Waiver, Plan Sponsor Agreement etc.) will be required.
What will you do?
Conduct quality reviews focusing on case management principles as well as overall case management excellence of assigned disability claims files; record quality assurance results using audit tools
Review new claim decisions and/or change of definition decisions to assure the quality of the decision as defined by our contract, philosophy and practices
Meet service levels for quality, quantity and timeliness (individual and team)
Provide feedback on evaluation along with suggestions of improvement
Remain current on Group Life and Disability practices and processes
Provide input on trends to support actionable recommendations for quality improvement
Participate in calibration sessions to ensure consistency in the application of the measures and to ensure program objectives are met
Provide subject matter expertise input into Disability process related inquiries
Provide feedback on the assessment with strong supporting rationale, when there is a disagreement between Quality and Operation
What do you need to succeed?
Must have Long Term Disability Claims Management experience 3-5 years
Must have minimum of 3 years of experience as a Disability Case Manager
Experience in auditing, sampling and reconciliation
Knowledge of Organizational Effectiveness, Group Benefits and understanding of GB strategy
Knowledge of other Group Benefits areas
In-depth level of knowledge of disability claims (STD, LTD, and Health Management) processes, controls and systems (3-5 years of long term disability claims experience)
PC knowledge (Windows XP, Excel, Word)
As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required for Quebec only for the frequent interactions with English and French-speaking colleagues or internal partners across Canada or worldwide.
What’s in it for you?
We’re proud to be recognized as a company with a 2026 Most Trusted Executive team by Great Place to Work® Canada
Access to short-term assignments or ‘Gigs’ across the organization, to help you develop new skills and connections.
A collaborative and interactive team environment
Charitable giving through our You Give, We Give program lets you give back to your community – and in many cases, we’ll match your contributions.
Care Days available for self-care or care of others (i.e., family or others you may support) and Sick Days to support your well-being.
Disability Claims - Quality Analyst • Waterloo, Ontario
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