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.
