Risk Quality Specialist (Service)

At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection. 

• 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.

• Results & Execution: 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.
• Judgment & Integrity: Proven ability to independently audit call interactions and customer files using standardized criteria, exercising sound judgment, objectivity, and confidentiality.
• Analytical Thinking: Strong analytical capability to identify trends, control gaps, and emerging risks, and translate findings into clear, actionable insights.
• Coaching & Development: Experience delivering constructive, evidence-based feedback to agents and managers to support performance improvement, remediation, and risk mitigation.
• Risk & Compliance Awareness: Solid understanding of regulated service or sales environments, including conduct risk and quality control expectations.
• Collaboration & Influence: Effective stakeholder management skills, with the ability to partner across different stakeholders to drive alignment and action.
• Attention to Detail: High level of accuracy, organization, and professionalism when managing audit documentation, findings, and reporting.
• Technical Proficiency & Adaptability: Comfortable with QA platforms, documentation tools, and contact center systems (e.g., Genesys or similar).

Allstate Canada Group has policies and practices that provide workplace accommodations. If you require accommodation, please let us know and we will work with you to meet your needs.

Allstate Canada Group uses AI technology tools to assist in screening, selecting, assessing, and scheduling interviews with candidates as part of the recruitment process.

This job posting is for a current open role within the organization.