Resource & Quality Assurance Analyst

Company: Sovereign General

Department: Operations

Employment Type: Regular Full-Time 

Work Model: Hybrid

Language: This role operates in English

Additional Information: This/these role(s) is/are currently vacant

The Opportunity:

As a wholly owned subsidiary of the Cooperators General Insurance company, Sovereign Insurance believes your experience matters. This is our promise to not only our clients but to our employees as well, because we know the strength of our company starts with our people. The smart, curious and collaborative people who bring their whole heart and passion to work each day. But you can’t pour from an empty cup; we take care of the well-being of our people so that they are inspired to protect Canadian businesses and the lives, families and communities we impact. Join us and begin shaping your experience at Sovereign.

The Resource & Quality Assurance Analyst ensures quality of production data and processes by validating requirements, testing systems like PolicyCenter and NAVI, and conducting audits to meet compliance and regulatory demands. This key role provides expert guidance on coding and policy issuance, driving accuracy and efficiency across all regions. Leading cross-training and updating materials, the analyst strengthens team resilience while supporting operational excellence. With a focus on automation and stakeholder collaboration, they uphold a high-performance culture aligned with the Sovereign’s strategic goals. Adaptability to evolving regulations makes this a vital position for success.

How You Will Create Impact:

• Serve as a business process and data quality expert, collecting, documenting, and validating detailed business requirements in partnership with product owners and IT to shape system specifications, and execute testing for enhancements prior to deployment. Identify, test, and resolve production issues across SIS, NAVI, PolicyCenter, and other systems, ensuring seamless operational efficiency.
• Conduct audits across branch files for various lines of business, ensuring coding accuracy, proper document issuance, and compliance with due processes, while preparing wind-up summaries and escalating training needs to boost quality performance.
• Monitor ServiceNow operational requests, troubleshooting business and technical issues in Sovereign applications, and responding to end users. Offer expert guidance to users on coding data entries and policy issuance within PolicyCenter, NAVI, Bordereau processing, and SIS (AS400) systems.
• Maintain deep expertise in SIS (AS400), PolicyCenter, NAVI, and other platforms, acting as a vital liaison between Operations and IT to deliver timely updates and resolutions.
• Create and refine procedural documents to ensure accuracy and relevance for evolving operational and reporting processes, including those for third parties and regulatory bodies.
• Compile and review portfolio data for corporate reporting, including RiskLink and limit profiles, to support reinsurance oversight and strategic decision-making.
• Lead cross-training initiatives to enhance team resilience and eliminate single-point dependencies.
• Drive operational transformation by implementing process improvements and automation solutions wherever applicable.
• Develop and maintain positive constructive relationships with internal and external contacts.

How You Will Succeed:

• You thrive on delivering our exceptional client experience through positive and engaging relationships; embracing accountability to achieve effective results.
• You ensure your day to day actions are in harmony with the company’s purpose, vision, and values even when challenged.
• You are open and adaptable to changing conditions with a natural curiosity to explore and try new approaches.
• You value cooperative and collaborative dialogue because diverse perspectives offer more creative and productive solutions.

To Join Our Team:

• Minimum 2–3 years insurance industry experience, preferably Commercial Insurance.
• High School Diploma required.
• Chartered Insurance Professional (CIP) courses an asset.
• You have intermediate to advanced Microsoft Excel skills; comfortable using pivot tables, formulas, etc.

What You Need To Know:

• You will be subject to a Background check as a condition of employment, in the event you are the successful candidate.

What’S In It For You?

• The opportunity to take on challenging work and contribute your expertise, creativity, and passion in meaningful ways.
• A comprehensive total rewards package, including competitive salary, bonus, paid time off, pension and benefits.
• A holistic approach to your well-being, with physical and mental health programs and flexible work options.
• The opportunity to work on an inclusive team who inspire each other to explore and achieve what’s possible.
• A company that is committed to support the social, environmental and financial well-being of the lives, families and communities we impact.