Senior Manager overseeing technology risk and controls for RBC, Canada’s largest bank. Leading control testing, risk assessments, remediation, and executive reporting across GFT.
About the role
- Risk Quality Specialist at Allstate Insurance Company of Canada conducting audits of call interactions and customer files to ensure compliance and quality standards. Contributing insights to improve performance and governance in insurance operations.
Responsibilities
- Conduct independent reviews of agent interactions(e.g and file documentation to assess compliance with internal policies, regulatory requirements, and risk frameworks.
- Apply standardized evaluation criteria consistently to identify quality gaps, conduct risk, and control deficiencies.
- Deliver clear, objective, and actionable feedback to managers to support coaching, corrective action, and risk mitigation.
- Identify trends, emerging risks, and systemic issues through audit findings and contribute insights to continuous improvement initiatives.
- Partner with stakeholders to support risk awareness, process improvements, and alignment on expectations.
- Maintain accurate documentation and reporting to support audit integrity, traceability, and governance requirements.
- Contribute to the ongoing enhancement of audit tools, evaluation standards, and quality processes.
Requirements
- Demonstrated experience in quality assurance, auditing, compliance, or risk oversight within contact center or insurance operations, with the ability to deliver consistent, defensible audit outcomes.
- Proven ability to independently audit call interactions and customer files using standardized criteria, exercising sound judgment, objectivity, and confidentiality.
- Strong analytical capability to identify trends, control gaps, and emerging risks, and translate findings into clear, actionable insights.
- Experience delivering constructive, evidence-based feedback to agents and managers to support performance improvement, remediation, and risk mitigation.
- Solid understanding of regulated service or sales environments, including conduct risk and quality control expectations.
- Effective stakeholder management skills, with the ability to partner across different stakeholders to drive alignment and action.
- High level of accuracy, organization, and professionalism when managing audit documentation, findings, and reporting.
- Comfortable with QA platforms, documentation tools, and contact center systems (e.g., Genesys or similar).
Benefits
- Flexible Work Arrangements
- Employee discounts (15% on auto and property insurance, plus many other products and services)
- Good Office program (receive up to 400$ back after purchasing office equipment)
- Student Loan Payment Matching Program for Government Student loans
- Comprehensive Retirement Savings Program with employer matched contributions
- Annual Wellness allowance to support employees with improving health and wellbeing
- Personal reflection day
- Tuition Reimbursement
- Working within the community and giving back!
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