Quality Coach, Personal Lines Insurance

Profile insights
Here’s how the job qualifications align with your profile.
Licences

RIBO License

Do you have a valid RIBO License licence?
Skills

Time management

Organizational skills

Microsoft Word
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Do you have experience in Time management?
 
Job details
Here’s how the job details align with your profile.
Job type

Permanent

Full-time
Shift and schedule

On call
 
Location
Toronto, ON
 
Benefits
Pulled from the full job description
RRSP match
 
Full job description
Business Line: Personal Insurance

Hours Per Week: 35 (Full-Time)

Location: Ontario – Any, Hybrid (https://www.nfp.ca/about-nfp/find-an-office)

Job Duration: Full-Time, Permanent

About the Role

Our Ontario Personal lines operation has an immediate need to add a Quality Coach to the Underwriting, Quality Training Team. As a Quality Coach, you will support the development and performance of team members by promoting best practices, ensuring adherence to quality standards, and fostering a culture of continuous improvement.

What You’ll Do

Improve overall performance and efficiency by encouraging the adoption of quality-focused practices
Participate in live shadowing sessions with team members to provide real-time feedback
Conduct quality reviews of client interactions, including listening to recorded calls and reviewing email communications, to assess accuracy, professionalism, and compliance
Provide clear, actionable feedback that supports individual development
Facilitate one-on-one coaching sessions to guide employee growth and performance
Identify trends and opportunities for improvement through data analysis and observation
Collaborate with team leaders and stakeholders to ensure coaching efforts align with business goals
Contribute to training initiatives and help shape quality frameworks, tools, and resources
Participate in calibration sessions to promote consistency and fairness in quality assessments
What You Bring

RIBO (Registered Insurance Broker of Ontario) license or willingness to obtain
Typically 8+ years of experience in the PC insurance industry
Proficiency with Microsoft Office tools (Excel, Outlook, Word); experience with systems like EPIC and insurance carrier portals is an asset
Previous leadership experience, preferably in a coaching or educational role
Ability to communicate, coach, mentor, train, and motivate team members on underwriting, soft skills, systems, and workflow procedures
A commitment to respect, trust, compassion, and fairness in all interactions
Confidence in leading individual coaching sessions and delivering both positive and constructive feedback
Reliability, professionalism, and the ability to remain composed in challenging situations
Superior time management and organizational skills
Emotional intelligence and adaptability in a dynamic, evolving environment
Ability to coach constructively—even when workflows differ from personal preferences
A positive outlook and a champion-for-change mindset
Who We Are

NFP, an Aon company, is a multiple Best Places to Work award winner in Business Insurance who has also earned the 5-Star Diversity, Equity and Inclusion (DEI) award from Insurance Business magazine and the WORK180 employer endorsement. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach.

Our personal commitment to our team and our clients have created long-lasting and successful relationships across our growing 300+ Canadian, U.K, and U.S. office locations. To learn more, please visit https://nfp.ca

What’s In It For You

NFP’s PeopleFirst culture offers a multitude of benefits to employees and is a great place to call home.

A hybrid environment approach that keeps the best interests of our staff and our clients in mind
Annual bonus plan for all employees
Matching RRSP plan of 5% of salary
Referral Commission Plan
Generous benefits plan including Health Care Spending Account starting on the first day of employment
Full support for continuing education internal opportunities to grow as an insurance professional to advance career
Reimbursement of license fees and professional membership dues
A global team of industry leaders focused on employee retention, client growth, industry innovation and collaboration
Our employees are the foundation of our success.

NFP is a big company — a growing, inclusive team of individuals supporting each other’s passions and engaging with the community.

Building a diverse, collaborative and innovative team requires leadership, deliberate action, and ongoing measurement. We actively support the well-being of our employees with benefits and programs driven by recognition, community, financial wellness tools, development and inclusion, fostering personal and professional growth that keeps us moving forward.

Beyond our office walls, we’re dedicated to serving the community around us. Every day we make proactive choices to take care of the communities in which we live and work. We contribute to different organizations, including Women in Insurance Cancer Crusade (WICC), Food Banks Canada, Indspire Canada and many more. From charity drives and community service outings to other company-sponsored events, our employees donate their time and raise funds on behalf of great causes across the country.

Our business is built on the personal level. Whether it’s in our offices, on a call, out in the field or anywhere you can find us in the world, we’re starting the conversations that create a more secure future for everyone.

Accommodations are available on request for candidates taking part in all aspects of the selection process.

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