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

Neilson Financial Services is seeking a QA Team Lead to oversee a team assessing sales calls for compliance and quality. This position requires strong leadership and experience in financial services to enhance QA processes and ensure alignment with operational standards.

Qualifications

• Experience leading and mentoring QA teams.
• Strong customer focus and continuous improvement mindset.
• Ability to drive performance in a target-driven environment.

Responsibilities

• Manage a team of QA Agents for assessing sales calls.
• Achieve business KPIs and perform analysis of QA results.
• Provide feedback to enhance performance and quality assurance framework.

Skills

Attention to detail

Analytical thinking

Problem-solving

Communication

Stakeholder management

Performance drive

Education

Experience in a QA role in financial services

Line management experience

Job description

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

Join to apply for the Call Monitoring QA Team Lead (1 Year Mat Leave Cover) role at Neilson Financial Services

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

Join to apply for the Call Monitoring QA Team Lead (1 Year Mat Leave Cover) role at Neilson Financial Services

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Company Description

At Neilson, we’re dedicated to helping families secure financial protection for their loved ones with a range of life insurance options.

Company Description

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.

Job Description

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

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

Qualifications

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

Additional Information

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!

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Quality Assurance

• Industries

  Insurance

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