Company Overview
As one of the largest independent brokerages in Ontario, with a history of over 100 years of excellence in customer service, Youngs Insurance Brokers Inc. offers rewarding career opportunities. Our staff values the community in which we live, actively supporting many charitable organizations throughout Ontario. We provide insurance with integrity and are mindful of the trust our client's place in us. At Youngs we offer our employees:
- Supportive and friendly team environment with access to our in-house claims, underwriting, commercial marketing, and brand teams
- Brand recognition and access to our new business queue
- A rewarding life insurance referral program
- Company events including our annual golf tournament
- Paid time off
- Competitive prices for clients with access to 18 insurance markets
- The ability to invest in yourself through creating your book of busines
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
If you are passionate about building meaningful client relationships and thrive in a community-oriented environment, we invite you to bring your talents to Youngs Insurance Brokers Inc. — where your impact makes a difference.
Pay: $65,000.00-$80,000.00 per year
Benefits:
- Dental care
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care
Experience:
- Personal Lines: 5 years (preferred)
Licence/Certification:
Work Location: In person
