About the role

Call Quality Assurance Agent evaluating life insurance call-center interactions for Neilson Financial Services. Ensuring regulatory compliance, reporting breaches, and improving sales-agent performance.

Responsibilities

Conduct the required number of call evaluations as directed by the Quality Assurance Manager
Detect and report complaints or breaches to management immediately
Deliver high-quality service consistently and meet set performance targets
Ensure adherence to compliance rules in the NFS QA Framework
Follow company policies in the employee handbook
Foster effective communication within the team and between sales agents and managers
Lead initiatives to improve weak areas in phone performance across the call center
Provide consistent feedback to sales agents
Uphold the organization's core values: Customer Focused, Results Driven, Team Spirited

Proven experience in call quality assurance or call auditing
Strong written and verbal communication skills
Experience in a call center environment, preferably in sales or customer service
Fluency in French is considered an asset
Experience in the financial services industry
Understanding of Canadian regulatory guidelines
Customer-focused approach
Exceptional attention to detail
Thorough understanding of associated systems, processes, and procedures

Accessibility accommodations throughout the application, interview, and selection process
Equal opportunity and diversity and inclusion commitment
Human-reviewed hiring decisions despite AI-assisted screening and interview note-taking