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. 

Job Description

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.

Who is Allstate:

Allstate Insurance Company of Canada is a leading home and auto insurer focused on providing its customers prevention and protection products and services for every stage of life. Serving Canadians since 1953, Allstate strives to reassure both customers and employees with its “You’re in Good Hands®” promise and is proud to have been named a Best Employer in Canada for nine consecutive years. Allstate is committed to making a positive difference in the communities in which it operates through partnerships with charitable organizations, employee giving and volunteerism. To learn more, visit www.allstate.ca. For safety tips and advice, visit www.goodhandsadvice.ca.

Through our Employee Value Proposition, we have worked hard to develop and nurture a culture where employees feel valued, experience personal growth, have career options and truly enjoy the work they do. 

Role Designation: Remote

Benefits to joining Allstate

• 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!

Accountabilities:

• 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.

Qualifications:

• 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.

Skills

Analytical Thinking, Communication, Customer Service, Detail-Oriented, Prioritization, Problem Solving

 

Compensation

Expected compensation for this role ranges from $ 65,100.00 - 102,900.00 annually.  Actual salary offered to successful candidates will vary based on their skills and experience.

Joining our team isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact.

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.