Quality Assurance Assessor

2 weeks ago


Cardiff, Cardiff, United Kingdom yolk recruitment Full time

Quality Assurance Assessor

A Quality Assurance Assessor role is now available in the heart of Cardiff. The opportunity is with a top insurance company that is experiencing significant growth this year.

This full-time office position could be perfect for someone who is currently in a similar role and seeking a change. It could also appeal to individuals with a background in call centers looking to explore new horizons.

If you have keen attention to detail and can effectively communicate and coach others when necessary, you might be the ideal fit for this position.

Job Description:

What you'll be doing: Your main task will involve conducting contact monitoring assessments within the Contact Centre for both the Sales and Service Departments to ensure adherence to the Quality Assurance Programme.

As a promoter of performance quality and a supporter of excellence, you will offer constructive feedback to aid agents in enhancing customer interactions and meeting regulatory standards. You will also verify the accuracy of quality monitoring reports and proactively identify potential customer risks.

Key Responsibilities:

  • Evaluate Customer Contacts: Conduct assessments according to the Quality Assurance Programme, highlighting strengths and areas for enhancement or corrective measures.
  • Maintain Accurate Records: Ensure precise and concise monitoring output to facilitate effective feedback.
  • Identify Call Trends: Recognize adverse call trends and report them to the QA Team Leader and Operations Manager.
  • Analyse Performance Data: Utilize management information to pinpoint performance trends and discrepancies, discussing improvement strategies with relevant personnel.
  • Participate in Calibration Sessions: Engage in sessions to ensure team-wide understanding and consistency.
  • Stay Informed: Keep updated on regulatory, procedural, and product changes impacting customer interactions and the Quality Assurance Programme.
  • Highlight Regulatory Issues: Report any concerns affecting regulatory compliance and internal procedures.
  • Confidentiality: Handle sensitive business and employee information with utmost care.
  • Integrity and Diligence: Execute tasks with integrity, due care, skill, and diligence.
  • Transparency: Foster openness and honesty with regulatory entities.
  • Customer Fairness: Prioritize customer interests and ensure equitable treatment.

This list of duties is not exhaustive and is subject to revision by Senior Management as required.

Essential Skills

  • Excellent written and verbal communication
  • Strong planning and organizational skills
  • Passion for fostering personal development
  • Ability to collaborate effectively in teams as well as independently
  • Interest in customer experiences
  • Proficiency in Microsoft Office, especially Excel, is desirable
  • Prior experience as a Quality Assurance Assessor is a plus
  • Strong analytical and statistical abilities

If you are intrigued by this opportunity, feel free to connect with me for further insights on the company.



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