Risk Quality Specialist (Service)
About The Position
Our team is growing, and we are actively looking to hire a Risk Quality Specialist to join our team! Reporting to the Manager, Risk Quality, you will be responsible for independently auditing call interactions and customer files to assess adherence to regulatory, risk, and quality standards. The role supports the identification of conduct risk, process gaps, and control weaknesses, and provides clear, actionable insights to leaders and front-line teams to strengthen performance, governance, and customer outcomes. The role will support the Service Quality function. If you are applying for a position open to candidates across Canada, unless otherwise indicated, strong English communication skills are required, as the role involves regular interaction with clients, advisors, or employees across the country.
Requirements
- Demonstrated experience in quality assurance, auditing, compliance, or risk oversight within contact center or insurance operations, with the ability to deliver consistent, defensible audit outcomes.
- Proven ability to independently audit call interactions and customer files using standardized criteria, exercising sound judgment, objectivity, and confidentiality.
- Strong analytical capability to identify trends, control gaps, and emerging risks, and translate findings into clear, actionable insights.
- Experience delivering constructive, evidence-based feedback to agents and managers to support performance improvement, remediation, and risk mitigation.
- Solid understanding of regulated service or sales environments, including conduct risk and quality control expectations.
- Effective stakeholder management skills, with the ability to partner across different stakeholders to drive alignment and action.
- High level of accuracy, organization, and professionalism when managing audit documentation, findings, and reporting.
- Comfortable with QA platforms, documentation tools, and contact center systems (e.g., Genesys or similar).
Responsibilities
- Conduct independent reviews of agent interactions(e.g and file documentation to assess compliance with internal policies, regulatory requirements, and risk frameworks.
- Apply standardized evaluation criteria consistently to identify quality gaps, conduct risk, and control deficiencies.
- Deliver clear, objective, and actionable feedback to managers to support coaching, corrective action, and risk mitigation.
- Identify trends, emerging risks, and systemic issues through audit findings and contribute insights to continuous improvement initiatives.
- Partner with stakeholders to support risk awareness, process improvements, and alignment on expectations.
- Maintain accurate documentation and reporting to support audit integrity, traceability, and governance requirements.
- Contribute to the ongoing enhancement of audit tools, evaluation standards, and quality processes.
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
- Working within the community and giving back!
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
