As a Quality Analyst, Bilingual , you will play a vital role in supporting the Quality Program by analyzing data and evaluating the quality and performance of GreenShield operations including areas such as contact centre services, claims processing, client administration, and onboarding. Your insights will help identify trends, uncover root causes of issues, and provide actionable recommendations that empower operational teams to enhance service delivery and compliance. Key Responsibilities Analyze quality and performance data from multiple insurance functions, including contact centre interactions (phone, email, chat), claims, client administration, and onboarding activities. Utilize speech analytics platforms (e.g., NICE, Verint), business intelligence tools (e.g., Power BI), and quality management systems to monitor KPIs, SLAs, and compliance metrics. Conduct detailed root cause analyses using structured methodologies (5 Whys, Fishbone diagrams, journey mapping) to identify process inefficiencies and recurring errors. Develop and maintain detailed dashboards, scorecards, and reports that clearly communicate quality and performance trends to supervisors and operational teams. Provide data-driven insights and recommendations to support coaching, training, and process improvement initiatives led by leadership. Collaborate with cross-functional teams-including claims, client services, onboarding, automation, and customer experience to support the implementation of quality standards and process enhancements. Monitor customer and stakeholder feedback metrics such as NPS, CSAT, and escalation data to identify opportunities for improvement. Support project teams by providing analytical assessments of process adherence and performance outcomes. Assist the training team by delivering quality insights that reinforce best practices and support continuous learning. Maintain accurate documentation of quality reviews, audit findings, and improvement initiatives to ensure transparency and compliance.