Customer Service Quality Lead (English + Russian/Ukrainian)

U Trust Insurance Agency LLC; Toronto; On-site; CAD 100,000 - 125,000; Full time

Job summary

A growing insurance agency in Toronto is seeking a Customer Service Quality Lead to enhance service quality and oversee training programs. The ideal candidate will have 3+ years in quality assurance and an analytical mindset. This role offers a chance to impact customer service operations significantly while collaborating with cross-functional teams. Competitive candidates will possess strong communication skills and relevant experience in a related field.

Qualifications

• Minimum 3 years of experience in quality assurance or customer service leadership.
• Background in the insurance or financial services industry is a plus.
• Proven ability to design and deliver effective training programs.

Responsibilities

• Develop and implement quality assurance frameworks to monitor customer interactions.
• Design and execute comprehensive training programs for new hires.
• Recommend and implement improvements to streamline operations.

Skills

Quality assurance methodologies

Service improvement strategies

Training program design

Analytical mindset

Communication skills

Organizational abilities

Education

Bachelor’s degree in Business Administration

Bachelor’s degree in Education

Tools

LMS platforms

Office 365

CRM systems

Job description

About Us

U Trust Insurance Agency LLC is a growing insurance agency with a commitment to excellence in customer service. We serve clients across 31 states and pride ourselves on delivering reliable and innovative solutions. We are seeking a Customer Service Quality Lead to elevate the quality of our service and ensure our team delivers exceptional experiences to our clients.

About the Role

The Customer Service Quality Lead will be responsible for driving quality assurance, developing corporate education programs, and enhancing our service processes. In this role, you will ensure the effectiveness of our customer service operations through proactive process improvements, staff development, and quality monitoring.

This is an exciting opportunity to shape the customer service landscape at U Trust Insurance and make a lasting impact.

Responsibilities

• Quality Monitoring & Assurance: Develop and implement quality assurance frameworks to monitor and evaluate customer interactions.
• Audit calls, emails, and other communication channels to ensure compliance with standards.
• Provide actionable feedback and coaching to customer service representatives to maintain and improve performance.
• Corporate Education & Training: Design and execute comprehensive training programs for new hires and ongoing skill development.
• Maintain up-to-date training materials and align them with corporate goals and client needs.
• Identify gaps in knowledge and create targeted learning solutions.
• Service Process Improvement: Analyze customer service workflows and identify inefficiencies.
• Recommend and implement improvements to streamline operations and enhance the customer experience.
• Collaborate with cross-functional teams to introduce best practices and tools that support productivity.

What We’re Looking For

• Experience : Minimum 3 years of experience in quality assurance, customer service leadership, or a similar role. Background in the insurance or financial services industry is a plus.
• Skills & Knowledge : Strong knowledge of quality assurance methodologies and service improvement strategies. Proven ability to design and deliver effective training programs. Analytical mindset with the ability to interpret data and drive decisions. Proficiency with tools such as LMS platforms, Office 365, and CRM systems.
• Personal Attributes : Exceptional communication and coaching skills. Detail-oriented with excellent organizational abilities. Collaborative and able to work across departments effectively.
• Education : Bachelor’s degree in Business Administration, Education, or a related field is preferred.

Trial Period

The selected candidate will undergo a trial period of 2 months. During this time, we will assess your performance and suitability for the role.

How to Apply

We are seeking a motivated and detail-oriented professional to take on the critical role of Customer Service Quality Lead. If you are passionate about quality assurance, corporate education, and process improvement, we encourage you to apply. While prior experience in customer service, quality assurance, and training is preferred, we welcome applications from all candidates who meet the qualifications and possess the required skills.

To apply, please submit your resume and a cover letter highlighting your relevant experience, achievements, and why you are an ideal fit for this position.

Note

We value every application and will carefully review each one to find the best candidate for this role. Only those selected for further consideration will be contacted regarding the next steps in the hiring process. We look forward to hearing from you!