Quality Assurance Agent

3 days ago

Toronto, Ontario, Canada Neilson Financial Services Limited Full time

At Neilson, we're dedicated to helping families secure financial protection for their loved ones with a range of life insurance options.

Neilson is a leading provider of innovative, simple and great-value direct life insurance products. You may have come across some of our brands such as Cover Direct and Seniors Choice.

We have evolved from our origins in the UK, where the business was launched in 2012, to become an award-winning international operation and leader in the global life insurance market. Today, we have offices in the UK, USA, Canada, Ireland, and Australia.

Job Description

The Quality Assurance Agent plays a crucial role in maintaining the integrity and quality of interactions within our call center. This position is responsible for evaluating calls, ensuring compliance with company policies and regulatory guidelines, and contributing to continuous improvement in customer service quality.

Responsibilities:

  1. Conduct the required number of call evaluations as directed by the Quality Assurance Manager.
  2. Detect and report any complaints or breaches to management immediately.
  3. Deliver high-quality service consistently and meet set performance targets.
  4. Ensure adherence to all compliance rules as outlined in the NFS QA Framework.
  5. Follow all company policies as detailed in the employee handbook.
  6. Maintain a thorough understanding of associated systems, processes, and procedures.
  7. Foster effective communication within the team, and between sales agents and managers.
  8. Lead initiatives aimed at improving areas of weakness in phone performance across the call center.
  9. Ensure consistent delivery of feedback to sales agents.
  10. Uphold and embody the core values of the organization: Customer Focused, Results Driven, Team Spirited.
Qualifications
  1. Proven experience in call quality assurance or call auditing.
  2. Strong communication skills, both written and verbal.
  3. Experience in a call center environment, preferably in sales or customer service.
  4. Fluency in French is considered an asset.
  5. Experience in the financial services industry.
  6. Understanding of FCA guidelines and a customer-focused approach.
  7. Exceptional attention to detail.

This role is ideal for a proactive and dedicated individual who is committed to enhancing the quality of customer interactions and upholding the highest standards of service.

Additional Information

If you are passionate about making a difference, you thrive in a fast-paced and entrepreneurial environment and you want to be a part of a high-performing team, we would love to hear from you

Accessibility for Job Applicants:

We strive to make our job application process accessible to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or selection process, please contact our Human Resources department. Our team will work with you to provide suitable accommodations to ensure your participation.

Equal Opportunity Employer:

Neilson Financial Services is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds and abilities. Our commitment to diversity and inclusion is fundamental to our company culture.

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