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About the Role
Neilson is seeking a Quality Assurance Agent to support the delivery of consistent, compliant, and high-quality customer experiences across its contact centre operations. This role is suited to someone who is detail-oriented, fair, and motivated by continuous improvement and coaching.
Responsibilities
- Monitor and evaluate inbound and outbound calls for quality, compliance, and customer experience
- Accurately document evaluation outcomes and maintain QA records
- Deliver timely, constructive, and balanced feedback to agents
- Partner with Sales Managers to identify skill gaps and support targeted coaching initiatives
- Contribute to the development and refinement of QA processes, scorecards, and evaluation criteria
- Prepare quality reports highlighting trends, risks, and improvement opportunities
- Stay up to date with regulatory requirements, compliance changes, and industry best practice
Requirements
- Strong attention to detail and objective assessment capability
- Excellent written and verbal communication skills
- An analytical mindset with the ability to identify patterns and improvement opportunities
- Proficiency in Microsoft Office applications
- High integrity and discretion when handling sensitive information
- A fair, objective, and solutions-focused approach
- Strong interpersonal skills and ability to collaborate across teams
- Alignment with Neilson values: Customer Focused, Results Driven, Team Spirited
About the Company
- At Neilson, we’re dedicated to helping families secure financial protection for their loved ones with a range of life insurance options.
- 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 USA, Canada, Ireland, and Australia.
Equal Opportunity
- 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.