Trainer & Quality Assurance Specialist (Call Centre)

The Brick • Edmonton, AB

7d • Onsite

About The Position

Trans Global Insurance is actively seeking to expand our customer service team. We need people with a great customer focused attitude! The winning combination of team spirit and desire for career focused growth will ensure a rewarding experience. The Trainer and Quality Assurance (QA) Specialist is responsible for improving agent performance and ensuring consistent, high-quality customer interactions in a call center environment. This role delivers training, evaluates calls, provides assessments to the supervisor, and drives continuous improvement in customer experience, compliance, and operational efficiency along with working as an inbound call center agent themselves.

Requirements

• Diploma or Bachelor’s degree (preferred but not mandatory with relevant experience).
• 2–5 years of experience in a call center environment (QA, Trainer, or Team Lead).
• Strong understanding of call center KPIs and metrics.
• Experience with call monitoring tools, LMS platforms, and CRM systems.
• Previous experience in a call centre or customer service environment required.
• Professional phone etiquette and empathy for sensitive circumstances.
• Utmost discretion with confidential customer information.
• Excellent data entry and keyboarding skills.
• Superior organizational, and multi-tasking skills.
• Strong analytical and decision making skills.
• Strong desire to take ownership and accountability of task completion.
• Intermediate knowledge in Microsoft Office, particularly Excel, Word, and PowerPoint.
• Ability to work effectively with and without supervision.
• High School or Equivalent is required.

Nice To Haves

• Experience in the insurance industry is an asset.

Responsibilities

• Conduct new hire onboarding training for call center agents (systems, processes, soft skills).
• Deliver ongoing training on call handling, customer service, sales techniques, and product knowledge.
• Develop and update training materials, call scripts, and job aids.
• Facilitate classroom, virtual, and side-by-side training sessions.
• Evaluate trainee performance through assessments, call simulations, and nesting support.
• Monitor inbound/outbound calls, emails, and chats for quality, accuracy, and compliance.
• Score interactions using QA scorecards aligned with company and client standards.
• Ensure adherence to scripts, call flow, and regulatory requirements.
• Identify trends in customer issues, agent errors, and service gaps.
• Calibrate with supervisors and leadership to ensure scoring consistency.
• Provide structured feedback to Supervisor for delivery to agents based on QA evaluations.
• Create and track performance improvement plans (PIPs).
• Prepare regular QA reports (daily, weekly, monthly) on team and individual performance.
• Analyze key metrics such as: Quality scores, First Call Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction (CSAT).
• Provide insights and recommendations to operations leadership.
• Collaborate with Operations, Team Leads, and Workforce Management teams.
• Recommend improvements to call scripts, workflows, and training content.
• Participate in root cause analysis of customer complaints and escalations.
• Ensure consistent delivery of a positive customer experience.
• Provide courteous, prompt and professional service to customers over the phone with the goal of resolving customer questions and concerns with first contact resolution.
• Work with peers and management to ensure that customer concerns are addressed in the most efficient manner.
• Follow up with customers to identify and support their needs.
• Offer value-added solutions and promote customer loyalty by providing exceptional customer support.
• Provide best-in-class customer service on very sensitive insurance concerns.
• Explanation of claims process to clients.
• Maintain up to date knowledge of new policies, procedures and products.
• Process routine clerical transactions in between calls.
• Communication with TGI’s partners and credit card companies with respect to payments on client accounts.
• Participate in customer retention initiatives.

Benefits

• Health, Dental and Paramedical Services for you and your family.
• Competitive remuneration package that will commensurate with experience.
• Career progression potential with plenty of access to ongoing personal and professional development.
• Employee discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED