Monitor and evaluate inbound and outbound calls for quality, compliance, and customer experience
Accurately document evaluation outcomes and maintain QA records
Deliver timely, constructive, and balanced feedback to agents
Partner with Sales Managers to identify skill gaps and support targeted coaching initiatives
Contribute to the development and refinement of QA processes, scorecards, and evaluation criteria
Prepare quality reports highlighting trends, risks, and improvement opportunities
Stay up to date with regulatory requirements, compliance changes, and industry best practice

Strong attention to detail and objective assessment capability
Excellent written and verbal communication skills
An analytical mindset with the ability to identify patterns and improvement opportunities
Proficiency in Microsoft Office applications
High integrity and discretion when handling sensitive information
A fair, objective, and solutions-focused approach
Strong interpersonal skills and ability to collaborate across teams.
Alignment with Neilson values: Customer Focused, Results Driven, Team Spirited.

Accessibility For Job Applicants: We strive to make our job application process accessible to all individuals, including those with disabilities.
Equal Opportunity Employer: Neilson Financial Services is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds and abilities.
Our commitment to diversity and inclusion is fundamental to our company culture.

Quality Assurance Agent

Key skills