Role & seniority: Quality Assurance Agent; individual contributor; reports to Quality Assurance Manager

Stack/tools: Microsoft Office; QA processes, scorecards, evaluation criteria; documentation/record-keeping

Top 3 responsibilities

Monitor and evaluate inbound and outbound calls for quality, compliance, and customer experience
Document evaluation outcomes, maintain QA records, and deliver timely, balanced feedback to agents
Partner with Sales Managers to identify skill gaps and support targeted coaching; contribute to QA process improvements and reporting

Must-have skills

Strong attention to detail and objective assessment
Excellent written and verbal communication
Analytical mindset with ability to identify patterns and improvements
Proficiency in Microsoft Office
High integrity, discretion with sensitive information; collaborative mindset

Nice-to-haves

Experience in contact-center QA, regulatory/compliance knowledge
Coaching/mentoring experience; familiarity with QA scorecards and analytics
Location & work type: Location across offices in USA, Canada, Ireland, and Australia; work type not specified in posting

Full Description

At Neilson, we’re dedicated to helping families secure financial protection for their loved ones with a range of life insurance options. 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. We are seeking a Quality Assurance Agent to support the delivery of consistent, compliant, and high-quality customer experiences across our contact centre operations. This role is suited to someone who is detail-oriented, fair, and motivated by continuous improvement and coaching. Reporting to the Quality Assurance Manager, the Quality Assurance Agent is responsible for monitoring call quality, supporting agent performance, and ensuring adherence to internal standards, regulatory requirements, and customer service expectations.

You will

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

You also have

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 If you are passionate about making a difference, you thrive in a fast paced and entrepreneurial environment and you want to be a part of a high performing team, we would love to hear from you! Accessibility For Job Applicants

We strive to make our job application process accessible to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or selection process, please contact our Human Resources department. Our team will work with you to provide suitable accommodations to ensure your participation.