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 cutting-edge, 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.

The Call 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. Conduct the required number of call evaluations as directed by the Quality Assurance Manager.

Detect and report any complaints or breaches to management immediately. Deliver high-quality service consistently and meet set performance targets. Ensure adherence to all compliance rules as outlined in the NFS QA Framework.

Follow all company policies as detailed in the employee handbook. Foster effective communication within the team, and between sales agents and managers.



Lead initiatives aimed at improving areas of weakness in phone performance across the call center.

Ensure consistent delivery of feedback to sales agents.

Customer

Focused, Results Driven, Team Spirited. Proven experience in call quality assurance or call auditing.

Experience in a call center environment, preferably in sales or customer service. Fluency in French is considered an asset. Understanding of Canadian regulatory guidelines and a customer-focused approach.

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. This posting is intended to fill an existing vacancy, with a headcount requirement of 1 position. 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 commitment to diversity and inclusion is fundamental to our company culture. We use AI to assist with parts of our screening process and for interview note-taking.

📌 Call Quality Assurance Agent (Toronto)
🏢 Neilson Financial Services
📍 Toronto