Job 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.
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.
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.
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.
💡 Quick Summary
Seeking a career-building opportunity? The Quality Assurance Agent position is now open for candidates interested in the Customer Care sector. This role in Sydney offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care is a plus.
