Call Quality Assurance Agent

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.

Qualifications

• Proven experience in call quality assurance or call auditing.
• Strong communication skills, both written and verbal.
• Experience in a call center environment, preferably in sales or customer service.
• Fluency in French is considered an asset.
• Experience in the financial services industry.
• Understanding of Canadian regulatory guidelines and a customer-focused approach.
• Exceptional attention to detail.
• 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.
• If you are passionate about making a difference, you thrive in a fast paced and entrepreneurial environment and you want to be a part of a high performing team, we would love to hear from you!

Base Salary Range

• $45,000-50,000
• This posting is intended to fill an existing vacancy, with a headcount requirement of 1 position.

Accessibility for Job Applicants

Equal Opportunity Employer