We have a rewarding career opportunity for a Training & Quality Control Manager in our Niagara Falls Office.
Locations: Niagara Region
Department: Personal Lines
Title: Training & Quality Control Manager
Position Type: Full-time
Position Summary
We are seeking an experienced and motivated Training & Quality Control Manager to lead learning, compliance, and operational excellence within our growing Personal Insurance division. This role is ideal for a strong Personal Lines professional who is passionate about employee development, quality assurance, process improvement, and delivering exceptional client experiences across a high-performing brokerage environment.
The ideal candidate combines strong personal lines insurance expertise with leadership, coaching, auditing, and process improvement capabilities.
Key Responsibilities
Training & Development
- Design and deliver onboarding and ongoing training programs for Personal Lines staff, producers, service brokers, and support teams.
- Develop structured learning paths for new hires and existing employees.
- Facilitate training sessions on:
- Personal auto and property insurance
- Broker management systems
- Carrier portals and underwriting guidelines
- Sales and retention best practices
- Client experience standards
- Compliance and regulatory requirements
- Create training materials, SOPs, job aids, scripts, and process documentation.
- Identify skill gaps and implement targeted coaching and development plans.
- Coordinate licensing and continuing education requirements in Ontario.
Quality Control & Compliance
- Conduct regular quality assurance audits on:
- Policy documentation
- Client file accuracy and documentation
- Coverage recommendations
- E&O exposure
- Call quality and service standards
- Ensure adherence to:
- RIBO regulations
- Brokerage policies and procedures
- Carrier underwriting guidelines
- Privacy and compliance standards
- Track and report quality trends, audit findings, and compliance metrics.
- Develop and maintain QA scorecards and performance benchmarks.
Leadership & Coaching
- Provide coaching and mentorship to Personal Lines team members and leaders.
- Partner with department managers to improve employee performance and operational consistency.
- Support leadership with performance improvement initiatives and workflow optimization.
- Foster a culture of accountability, continuous learning, and service excellence.
- Assist with employee evaluations and development planning.
Process Improvement & Operations
- Review workflows and identify opportunities for efficiency, automation, and standardization.
- Lead process improvement initiatives to enhance client experience and reduce errors.
- Collaborate with carriers and internal stakeholders on procedural updates and operational changes.
- Support implementation of new technologies, systems, and operational best practices.
- Maintain consistent standards across all Personal Lines operations.
Qualifications
- Minimum 5 years of Personal Lines insurance experience in Ontario.
- Previous experience in training, quality assurance, compliance, or leadership role within an insurance brokerage.
- Active RIBO license required.
- Strong understanding of:
- Ontario auto insurance
- Personal property insurance
- Underwriting guidelines
- Brokerage operations
- E&O best practices
- Experience with broker management systems and insurer portals.
- Excellent communication, coaching, and presentation skills.
- Strong analytical, organizational, and problem-solving abilities.
- Ability to manage multiple priorities in a fast-paced environment.
Preferred Qualifications
- CAIB, CIP, or CRM designation considered an asset.
- Experience building training programs and QA frameworks.
- Knowledge of digital brokerage environments and operational optimization strategies.
- Leadership or supervisory experience within Personal Lines.
Core Competencies
- Leadership & coaching
- Training facilitation
- Quality assurance
- Regulatory compliance
- Operational excellence
- Communication & collaboration
- Client-focused mindset
Reporting Structure
Reports to: Vice President of Personal Lines
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Youngs Insurance Brokers is an Equal Opportunity Employer committed to breaking down barriers in the workplace. If you need special assistance or accommodation to apply for a job posting, please contact the Human Resources Manager, Kate Doucette, at kdoucette@youngsinsurance.ca.