Quality Assurance Agent ANZ

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.