Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The Risk Quality Specialist will independently audit call interactions and customer files to assess adherence to regulatory, risk, and quality standards. This role supports the identification of conduct risk, process gaps, and control weaknesses, providing actionable insights to leaders and front-line teams to strengthen performance, governance, and customer outcomes.

Responsibilities

• Conduct independent reviews of agent interactions 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.
• 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).

Skills

• Analytical Thinking
• Communication
• Customer Service
• Detail-Oriented
• Prioritization
• Problem Solving

Location

• Remote

Work Type

• Remote
• Full-time

Salary/Compensations

• $65,100.00 - $102,900.00 annually

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!

About the Company

• Allstate Insurance Company of Canada is a leading home and auto insurer focused on providing its customers prevention and protection products and services for every stage of life.
• Serving Canadians since 1953, Allstate strives to reassure both customers and employees with its “You’re in Good Hands®” promise and is proud to have been named a Best Employer in Canada for nine consecutive years.
• Allstate is committed to making a positive difference in the communities in which it operates through partnerships with charitable organizations, employee giving and volunteerism.
• Through our Employee Value Proposition, we have worked hard to develop and nurture a culture where employees feel valued, experience personal growth, have career options and truly enjoy the work they do.

Equal Opportunity

• Allstate Canada Group has policies and practices that provide workplace accommodations. If you require accommodation, please let us know and we will work with you to meet your needs.