Quality Assurance Agent/ Call Auditor
About Us...
Neilson Financial Services is a global life insurance intermediary, providing a simple approach to life insurance by focusing on product development and customer experience.
We’re leaders in the UK life insurance market and are proud to have launched two brands in Canada: Cover Direct and Zesty Insurance. We bring a fresh, proven approach to life insurance, with all products sold exclusively through our friendly, expert sales team here at Neilson!
We’re experiencing a period of rapid growth and looking for Quality Assurance Officer, to join our team at this very exciting time, with plenty of opportunity for professional growth and progression. Our downtown Toronto Office is just minutes away from the Go and TTC subway stations.
Here's What You'll Do:
- Conduct the required amount of call evaluations as per the Quality Assurance Managers instructions
- Ensure all complaints and breach issues are communicated to management when detected
- Always deliver high quality service
- Meet any required targets and contribute to business and team targets
- Ensure that all compliance rules as per the NFS QA Framework are always adhered to
- Adhere to all company policies as per the employee handbook
- Maintain a sound understanding of associated systems, processes, and procedures
- Promote effective communication within your team, sales agents, and managers
- Initiate initiatives around improving areas of weakness across the floor in relation to phone performance
- Help to ensure consistency in communicating feedback to the sales agents
- Live and breathe our core values, Customer Focused, Results Driven, Team Spirited!
Here's What You'll Need:
- Previous call quality assurance experience/ experience with call auditing
- Excellent communication skills (both written and verbal)
- Previous call centre experience (Sales or Customer Service)
- Fluent in French would be an asset
- Experience within the financial services industry
- Knowledge and understanding of FCA guidelines
- Customer focused
- Keen eye (and ear) for detail
Job Types: Full-time, Permanent
Salary: $45,000.00-$50,000.00 per year
Benefits:
- Dental care
- Extended health care
- Life insurance
- Paid time off
- Vision care
Schedule:
- 8 hour shift
Application question(s):
- Are you legally eligible to work for any employer in Canada?
- Are you open to working Alberta/BC hours?
Work Location: Remote
