Quality Coach


Our well known client is in search of a Call Centre Quality Coach to join their growing team. In this role, the Call Centre Quality Coach will be responsible for  providing a high level of service to our valued clients. They will also be responsible for achieving sales, quotes and call targets.

This is a full time permanent opportunity located in Markham, ON with working hours between 1pm - 9pm.


  • Establishing and maintaining trust and professional relationships with Agents to provide coaching on quality and key performance indicators in support of department growth and profit goals
  • Establishing trust and effective partnerships with Agents through accepted relationships and team building practices
  • Working collaboratively with the Agent on ways to improve customer relationships (new and renewal customers) which will help grow the book of business
  • Ensuring knowledge gaps are identified and recommend strategies to overcome these gaps
  • Ensuring understanding of underwriting standards and compliance to underwriting rules and guidelines
  • Ensuring the delivery of individual and team results within appropriate metrics, including quality, and customer satisfaction
  • Identifying, recommending, and evaluating the effectiveness of training conducted to ensure intended efficiencies and compliance requirements are met
  • Utilizing internal resources such as Brand Education and Underwriting to obtain appropriate information, knowledge and/or materials for coaching
  • Consulting with training team for training program effectiveness
  • Keeping informed on updated regulation requirements and apply such changes when coaching Agents
  • Recommending, implementing and processing, practices, specialty techniques and continuous improvement initiatives
  • Analyzing and identifying Agent behaviours (negative or positive) which may impact performance
  • Provide necessary information to management for recognition of positive behaviours or for corrective action for negative behaviours
  • Analyze and identify behaviours through observation, conducting evaluations and reviewing the data regularly


  • Minimum High school Diploma
  • Multi-language skills, fluency in Mandarin and/or Cantonese a must
  • 2 years of Contact Centre experience
  • Well-developed interpersonal and collaboration skills to support the learning of Agents
  • Work collaboratively with colleagues in other departments such as Brand Education and Underwriting to ensure the transfer of knowledge and information to Agents
  • Ability to quickly gain trust and open communication with Agents
  • Build and maintain an extensive knowledge of the organization's direct sales, including needs based presentation, handling objections, closing and cross sell/up sell techniques
  • Ability to gain strong understanding of P&C insurance products and regulations; keeps abreast of current trends, both macro and micro
  • CIP an asset but willingness to pursue and successfully complete courses
  • Resident and non-resident OTL license(s) required as a condition of employment
  • Builds and maintains positive work relationships within the department, head office, Field and other functional areas

For more information or to apply for this position please contact Joseph Giorgio, Recruitment Consultant, WilsonCTS, 647-951-9534 or email at joseph.giorgio@wilsoncts.com.