Our current job postings

Quality Coach - Group Insurance Administration

  • Employer: iA Financial Group
  • Office: 2200, McGill College Avenue
  • City: Montreal
  • Province: Quebec
  • Job category: Customer Service and Administrative Support
  • Job ID: JR10010278
  • Job type: Permanent Job Full time
  • Apply before: 2021-11-05


You are a positive person, you like to work collaboratively, and you have a strong analytical mind? We have a position for you!

Reporting to the Assistant Director of Group Contract Administration and Billing, you will be responsible for ensuring compliance with the rules of requests management, while motivating analysts to achieve departmental and corporate objectives. As a quality coach, you will be responsible for measuring the performance and productivity of the department on a daily basis to ensure the progress of each individual.

As part of your main duties, you will be called upon to : 

  • Analyze training needs, execute training plans and do follow-ups to measure the progress of analysts.
  • Identify the strengths and opportunities of analysts through an individual performance grid that allows you to measure the performance and quality of each individual's work.
  • Encourage and hold the team accountable for individual and collective results.
  • Know the procedures and ensure that team members respect them.
  • Carry out regulatory audits according to the established schedule and report irregularities to the team manager.
  • Analyze the transactions carried out (movements, rejections, invoicing) using the tools at his/her disposal (grid, application, emails) to validate compliance with procedures.
  • Produce monthly reports on the team's performance (on the compliance of transactions and knowledge mastered).
  • In collaboration with the Best Practices Specialist, develop action plans to advance team performance and continuously improve our practices.
  • Maintain a positive work climate focused on customer service.
  • Act as a resource person at several levels. When required, participate in the resolution of complex problems, complaints and cases.
  • Other related duties to enable the team to achieve targeted service levels.


  • College diploma and a minimum of 3 years experience in group insurance (participant administration) ;
  • FLMI or CEBS designation, an asset ;
  • Communication skills and coaching of staff and employee relations ;
  • Good knowledge of provincial legislation and Canadian Life and Health Insurance Association guidelines ;
  • Advanced MS Office Suite skills (especially Word and Excel)
  • Perfectly bilingual, both orally and in writing;
  • Concern for quality and initiative;
  • Excellent customer service and priority management skills;
  • Ability to work under pressure;

At iA, we invest,
in you.

Our employees are our best investment and we have much to offer them.

Company Overview


iA Financial Group is the strength of a company with a human side, with its over 8,000 employees. Together, we have earned the trust of our more than four million clients and 25,000 advisors who have chosen us for their insurance, savings, and wealth management.

With over $200 billion in assets and half a billion invested in technological innovation, we’re a key player in the financial services industry in Canada and the United States. The secret to our success? Investing in you, one person at a time. Because, for over 125 years, we have believed that it’s by supporting our employees and surrounding ourselves with the most reputable leaders in the industry, we will continue to innovate.

At iA, we’re invested in you.

Our commitment to Diversity and Inclusion

At iA Financial Group, we support and celebrate diversity. We strive to provide a workplace that is recognized as inclusive for all, regardless of ethnic origin, nationality, language, religious beliefs, gender, sexual orientation, age, marital status, family situation, or physical or mental disability.

Please note that if you need help or assistance to make the recruitment process more accessible for you, please contact us here. Someone from our team will be happy to assist you.