QA Agent

2 weeks ago

Sydney, Australia Neilson Financial Services Full time

**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.

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're seeking a QA Agent to conduct daily call evaluations on current employees in Sales, Customer Services, and Claims. In this role, you'll ensure a high standard of both verbal and written communication and an excellent understanding of Neilson’s products and procedures to provide constructive feedback. You'll use focus, initiative, and forward thinking to encourage agents to deliver their best possible performance at all times.

As a QA Agent, your primary responsibilities will include:

- Conducting the required amount of call evaluations as per the Quality Assurance Team Leader’s instructions.
- Maintaining an up-to-date understanding of NFS’ QA Framework, including the compliance requirements for sales, customer service, and claims-related calls.
- Ensuring all complaints and breach issues are communicated promptly to management when detected.
- Meeting required targets for productivity and quality, contributing positively towards team performance.
- Maintaining a good understanding of NFS’s systems and processes used to sell and administer its products.
- Promoting effective communication within the QA team and with internal stakeholders such as sales agents, customer service agents, and managers.
- Delivering consistent and accurate feedback to sales agents, contributing to their performance improvement.
- Attending and contributing within call calibration sessions, designed to develop and share best practice. Adhering to all company policies as per the employee handbook.

**Qualifications**
- Previous experience working within a financial services company in a quality-controlled working environment.
- Previous experience working within a quality assurance function for a financial services company.
- A background working within a customer-facing role, such as sales or customer service.
- A good understanding of financial products and some knowledge of Australian financial regulations.
- Intermediate computer skills.

**Attributes**
- Excellent oral, written, and interpersonal communication skills.
- Strong attention to detail.
- Drive, motivation, and innovative thinking with the ability to work towards targets.
- Adaptability and willingness to embrace change.
- Strong desire to help others achieve within a team environment.
- Passion for quality service with high energy.
- A positive team player.
- Excellent personal presentation. Consistently demonstrating the values of NFS.

**Additional Information**
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**:
**Equal Opportunity Employer**:

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