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Quality Assurance Agent - Jobs in Toronto, Ontario

Neilson Financial Services
Job LocationToronto, Ontario
EducationNot Mentioned
SalaryNot Mentioned
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeFull time

Job Description

Job DescriptionThe 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:

  • 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.
  • Maintain a thorough understanding of associated systems, processes, and procedures.
  • 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.
  • Uphold and embody the core values of the organization: Customer Focused, Results Driven, Team Spirited.

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