Call Monitoring QA Team Lead (1 Year Mat Leave Cover)

Neilson Financial Services; Toronto; On-site; CAD 70,000 - 90,000; Full time

Job summary

Join a leading financial services provider as a Call Monitoring QA Team Lead. This role involves managing a team, ensuring quality standards in sales call assessments, and driving continuous improvement initiatives. Ideal candidates will possess strong leadership, analytical, and communication skills with experience in financial services quality assurance.

Qualifications

• Experience in a QA role within financial services.
• Proven line management or extensive mentoring/coaching experience.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead and manage a team of QA Agents to ensure high-quality sales call assessments.
• Drive the QA team to achieve business KPIs and standards.
• Analyze QA results and identify trends and training needs.

Skills

Leadership

Attention to Detail

Analytical Skills

Problem Solving

Communication

Stakeholder Management

Performance Management

Adaptability

Job description

Call Monitoring QA Team Lead (1 Year Mat Leave Cover)

Join Neilson Financial Services as a Call Monitoring QA Team Lead (1 Year Mat Leave Cover).

Company Description

Neilson is dedicated to helping families secure financial protection through a range of life insurance options. We are a leading provider of innovative, simple, and great-value direct life insurance products, with brands such as Cover Direct and Seniors Choice. Originating in the UK in 2012, we have grown into an award-winning international operation with offices in the USA, Canada, Ireland, and Australia, in addition to the UK.

Job Description

We are seeking a QA Team Lead to manage and mentor a team of QA Agents responsible for assessing sales calls and maintaining regulatory and operational standards. The ideal candidate will have strong leadership skills, customer focus, and a drive for continuous improvement. Experience in financial services, quality assurance, and proven line management or extensive coaching is required.

Responsibilities

1. Lead and manage a team of QA Agents to ensure high-quality sales call assessments in line with the QA framework.
2. Drive the QA team to achieve business KPIs and standards.
3. Analyze QA results and collaborate with Learning and Development to identify trends and training needs.
4. Provide constructive feedback to Sales Managers to enhance performance.
5. Escalate complaints and breaches, supporting compliance investigations.
6. Contribute to improving the QA framework by providing feedback to Compliance and Operations teams.
7. Oversee the QA Appeals process, ensuring accurate reviews and records.
8. Stay updated on Neilson’s products, systems, and processes, and understand operational and regulatory risks.
9. Support the Compliance team in implementing changes following regulatory updates.
10. Monitor QA effectiveness through risk assurance initiatives.
11. Produce performance reports and management information for leadership.
12. Host collaboration sessions with Sales Management to promote a quality assurance culture.
13. Participate in business projects as needed.
14. Ensure adherence to company policies and procedures within the QA team.

Qualifications

1. Experience in a QA role within financial services.
2. Proven line management or extensive mentoring/coaching experience.
3. Strong attention to detail, analytical, and problem-solving skills.
4. Excellent communication and stakeholder management skills.
5. Ability to drive performance in a target/KPI-driven environment.
6. High adaptability and motivation for continuous improvement.

Additional Information

If you are passionate about quality assurance, leadership, and continuous improvement, we want to hear from you!

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Quality Assurance