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

Neilson Financial Services Limited; Toronto; On-site; CAD 60,000 - 100,000; Full time

Job summary

An established industry player in the financial services sector is seeking a QA Team Lead to oversee a dedicated team of QA Agents. This role is crucial for maintaining high standards in sales call assessments and driving performance improvements. The ideal candidate will exhibit strong leadership, analytical skills, and a commitment to continuous improvement. Join a forward-thinking company that values quality assurance and offers opportunities for growth and development in a dynamic environment. If you are passionate about leading teams and enhancing operational standards, this is the perfect opportunity for you.

Qualifications

• Experience in quality assurance within financial services is essential.
• Strong leadership and mentoring experience required.

Responsibilities

• Lead and manage a team of QA Agents for high-quality sales call assessments.
• Analyze QA results and identify training needs with the Learning and Development team.

Skills

Leadership Skills

Analytical Thinking

Problem-Solving Skills

Communication Skills

Attention to Detail

Stakeholder Management

Education

Experience in QA Role

Experience in Financial Services

Line Management Experience

Job description

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

• Full-time
• Department: QA

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 innovative, 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. Today, we have offices in the USA, Canada, Ireland, and Australia, in addition to our UK operations based in Windsor, Ashford, and Hull.

If you’d like to find out more about life at Neilson, check out the video below.

We are seeking a QA Team Lead (1 Year Mat Leave Cover) 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, a clear customer focus, and a drive for continuous improvement. Experience in financial services, quality assurance, and proven line management or extensive coaching experience is required.

Responsibilities:

1. Lead and manage a team of QA Agents to ensure consistent, high-quality sales call assessments in line with the QA framework.
2. Drive the QA team to achieve agreed business KPIs and standards.
3. Analyze QA results and work closely with the Learning and Development team to identify trends and training needs.
4. Provide relevant, constructive feedback to Sales Managers to drive performance improvement.
5. Escalate complaints and breaches to appropriate management and support Compliance investigations.
6. Contribute to the improvement of the QA framework by offering practical feedback to Compliance and Operations teams.
7. Administer and oversee the QA Appeals process, ensuring accurate reviews and records.
8. Maintain up-to-date knowledge of Neilson’s products, systems, and processes, and understand operational and regulatory risks.
9. Support the Compliance team in embedding changes to the QA framework following regulatory updates.
10. Monitor QA framework effectiveness through risk assurance initiatives such as ‘check-the-checker’.
11. Produce regular performance reports and management information for leadership oversight.
12. Host collaboration sessions with Sales Management to embed quality assurance culture.
13. Participate in business-led projects as needed.
14. Ensure adherence to all company policies and procedures within the QA team.

Minimum Requirements:

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

If you are passionate about quality assurance, thrive in a leadership role, and are committed to continuous improvement, we would love to hear from you!