Risk Quality Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Execute independent assessments of agent interactions and file documentation to evaluate adherence to internal policies, regulatory standards, and risk frameworks.

• Consistently apply standardized evaluation criteria to highlight quality deficiencies, conduct risk, and control issues.

• Provide clear, objective, and actionable feedback to managers to facilitate coaching, corrective measures, and risk mitigation efforts.

• Recognize trends, emerging risks, and systemic challenges through audit outcomes, contributing valuable insights to ongoing improvement initiatives.

• Collaborate with stakeholders to enhance risk awareness, drive process improvements, and ensure alignment on expectations.

• Maintain precise documentation and reporting to uphold audit integrity, traceability, and governance compliance.

• Assist in the continuous enhancement of audit tools, evaluation standards, and quality assurance processes.

⛳️ Requirements

• Proven experience in quality assurance, auditing, compliance, or risk management within contact center or insurance operations, with a record of delivering consistent and defensible audit results.

• Demonstrated ability to independently audit call interactions and customer files using standardized criteria while exercising sound judgment, objectivity, and confidentiality.

• Strong analytical skills to identify trends, control gaps, and emerging risks, translating findings into clear, actionable insights.

• Experience in providing constructive, evidence-based feedback to both agents and managers to support performance enhancement, remediation, and risk management.

• Solid understanding of regulated service or sales environments, including conduct risk and quality control expectations.

• Effective stakeholder management capabilities, with the proficiency to collaborate across diverse stakeholders to foster alignment and drive action.

• High levels of accuracy, organization, and professionalism in managing audit documentation, findings, and reports.

• Proficient with QA platforms, documentation tools, and contact center systems (e.g., Genesys or similar).

🏝️ Benefits

• Flexible Work Arrangements

• Employee discounts (15% on auto and property insurance, plus many other products and services)

• Good Office program (receive up to $400 back after purchasing office equipment)

• Student Loan Payment Matching Program for Government Student loans

• Comprehensive Retirement Savings Program with employer matched contributions

• Annual Wellness allowance to support employees with improving health and wellbeing

• Personal reflection day

• Tuition Reimbursement

• Opportunities for community engagement and giving back!