Quality and Controls Specialist - Individual Insurance

At Equitable, we believe work should be a place where you feel supported, inspired, and empowered to grow. In our caring and collaborative environment, your curiosity is encouraged, your passion is recognized, and your contributions truly matter. Together, we create meaningful impact, for our clients, our communities, and each other.

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 and Controls Specialist within the Individual Insurance Team, you will play a key role in ensuring operational processes are accurate, compliant, and consistently delivered at a high standard. You will assess transactions, communications, and procedures to strengthen quality, reduce risk, and enhance client and partner confidence. This position offers the opportunity to collaborate closely with leadership and training teams, drive continuous improvement, and support operational excellence across Individual Insurance operations.

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

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.

• Developing, implementing, and executing quality control procedures, including quality standards, defined processes, and structured issue resolution.
• Ensuring compliance with regulatory and legislative updates and completing internal audit requirements in accordance with audit guidelines.
• Monitoring and evaluating transactional processing for all Individual Insurance products, including high‑volume interactions across various operational roles.
• Reviewing external communications from operational team members to ensure professionalism, accuracy, and respectful client and partner interactions.
• Conducting root cause analyses and recommending solutions to prevent recurrence of quality issues.
• Assigning corrections and errors to team members, tracking them through resolution, and identifying trends for improvement.
• Preparing and delivering data‑driven quality reports highlighting patterns, successes, and opportunities for improvement.
• Regularly reviewing anti‑fraud and operational risk reports and proactively flagging concerns with actionable improvement suggestions.
• Providing clear, timely, and constructive feedback to Supervisors, Managers, and team members.
• Collaborating with leadership, training, production support analysts, technical writers, and process analysts to enhance procedures and overall quality.
• Reviewing newly created procedures to confirm accurate, high‑quality implementation
• Maintaining CRA rejection lists, FATCA/CRS records, and the Complaints Intake Tool, including assigning tasks and assisting with corrections as required.

• 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…