Quality Assurance Specialist - Individual Insurance

​​The Opportunity: ​ At Equitable, we believe great things happen when we work together. We’re a Canadian mutual company driven by purpose - putting people first and helping Canadians protect today and prepare for tomorrow. If you’re passionate about making a difference and growing your career in an inclusive and collaborative environment, we’d love to hear from you.

Our culture is built on care, passion and curiosity. We put people above all else, strive to be our best and welcome new ideas to deliver positive outcomes.

As a Quality Assurance Specialist, you will play a key role in maintaining and enhancing the quality of operations across Individual Insurance by ensuring processes, procedures, and client interactions consistently meet high standards. Working closely with leadership, training teams, and business partners, you will identify trends, support continuous improvement initiatives, and provide data-driven insights that help strengthen service delivery, operational excellence, and regulatory compliance. This position offers a unique opportunity to influence quality outcomes, improve the client experience, and drive meaningful process enhancements across the business unit.

Join one of the region’s top employers and be part of something that truly makes a difference.

Work Arrangements: This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.

Reports To: Director, Operations Strategy, Risk and ControlsDepartment: Individual Insurance Term: Permanent Full-Time

What you’ll do:

Monitor and evaluate transactional processing for all Individual Insurance products, including high‑volume interactions across various operational roles

Assign corrections and errors to team members, tracking them through resolution, and identifying trends for improvement

Review external communications from operational team members to ensure professionalism, accuracy, and respectful client and partner interactions

Provide clear, timely, and constructive feedback to Supervisors, Managers, and team members

Collaborate with leadership, training, production support analysts, technical writers, and process analysts to enhance procedures and overall quality

Develop, implement, and execute quality control procedures, including quality standards, defined processes, and structured issue resolution

Conduct root cause analyses and recommending solutions to prevent recurrence of quality issues

Regularly reviewing anti‑fraud and operational risk reports and proactively flagging concerns with actionable improvement suggestions

Prepare and deliver data‑driven quality reports highlighting patterns, successes, and opportunities for improvement

Ensure compliance with regulatory and legislative updates, and completing internal audit requirements in accordance with audit guidelines

Maintain CRA rejection lists, FATCA/CRS records, and the Complaints Intake Tool, including assigning tasks and assisting with corrections as required

Review newly created procedures to confirm accurate, high‑quality implementation

What you’ll bring:

Subject‑matter expertise in Individual Insurance processes and products

Strong ability to interpret and apply contract provisions and administrative guidelines

Effective teamwork skills with an active focus on continuous process improvement

Excellent verbal and written communication abilities

Strong interpersonal skills with an ability to deliver effective, supportive feedback

Advanced analytical, problem‑solving, and negotiation skills

Proficiency in MS Office and Power BI

Knowledge of quality control methodologies and tools

Solid understanding of insurance regulations and standards related to Individual Insurance

Strong multitasking, organization, and prioritization skills to ensure timely, high‑quality feedback

Ability to quickly learn, retain, and reference detailed information

Commitment to staying up to date on product features, legislative requirements, and training

What’s in it for you:

Career Growth: Regular learning sessions and development opportunities

Total Rewards: Incentive pay, annual salary reviews, employer-paid benefits and pension matching

Time Away: Competitive vacation plus one paid volunteer day each year

Flexibility: Healthy work-life balance with employee wellness always top of mind, complemented by a “dress for your day” approach

We’re committed to fair pay and an inclusive, accessible hiring experience. If you need accommodations or alternative formats at any stage, just reach out to us at careers@equitable.ca. We’re happy to help.

If you’re selected to move forward, our Talent Acquisition team will walk you through all the details of our total rewards program, so you know exactly what’s included. This position is open and we are excited to find the right person to join our team. Your base pay will be based on your skills, qualifications, experience and education.

At Equitable, your resume will be reviewed by real people and all hiring decisions are made by our recruiters and hiring managers. AI tools may be used to support administrative and productivity tasks throughout the recruitment process, but we believe that evaluating experience, skills, and talent potential requires meaningful human interaction.

As part of our commitment to maintaining a secure and trusted workplace, candidates selected to move forward in the recruitment process will be required to complete a background screening in accordance with company policy.