Quality Assurance Assessor
1 month ago
A Quality Assurance Assessor position has become available based in the centre of Cardiff The role is with an award-winning insurance company who are on a huge growth journey this year.
This position is full time in the office 9 - 5:30 the right person for the role could potentially be doing this position currently, that would like a change. It could also be someone who has worked in a call centre environment and would like to try something new.
You must have a great attention to detail for this position and the ability to speak and coach others when needed. Please see a full description below:
What you'll be doing -
Your primary responsibility will be to conduct contact monitoring assessments within the Contact Centre for both the Sales and Service Departments, ensuring compliance with the Quality Assurance Programme.
As an advocate for performance quality and a champion of excellence, you will provide clear and factual feedback to help agents enhance customer experiences and meet regulatory requirements.
You will ensure the accuracy of quality monitoring reports and promptly identify any potential risks to customers.Key Responsibilities include -
Evaluate Customer Contacts: Conduct assessments in line with the Quality Assurance Programme, recognising strengths and identifying areas for improvement or corrective action.
Maintain Accurate Records: Ensure monitoring output is precise and concise, facilitating effective feedback from managers to agents.
Identify Call Trends: Detect adverse call trends or drivers and report these to the QA Team Leader and Operations Manager.
Analyse Performance Data: Use management information (MI) to spot performance trends and gaps, discussing improvement plans with relevant managers.
Participate in Calibration Sessions: Engage in sessions to ensure understanding and consistency across the team.
Stay Informed: Keep up-to-date with regulatory, procedural, and product changes that affect customer contact and the Quality Assurance Programme.
Highlight Regulatory Issues: Raise any issues that could impact regulatory compliance and the company's internal procedures.
Confidentiality: Handle sensitive business and employee information with care and confidentiality.
Integrity and Diligence: Act with integrity, due care, skill, and diligence.
Transparency: Be open and honest with the regulatory body.
Customer Fairness: Prioritise customers interests and treat them fairly.This list of duties is not exhaustive and may be revised by Senior Management as needed.
Essentials Skills
Excellent written and verbal communication skills
Strong planning and organisational abilities
Enthusiastic about fostering people improvement
Ability to work effectively both in a team and independently
Interest in customer journeys and experiences
Proficiency in Microsoft Office, particularly Excel, is preferred
Previous experience as a Quality Assurance Assessor is preferred
Strong analytical and statistical skillsIf you are interested please reach out and I can tell you more about the company
-
Quality Assurance Assessor
1 month ago
Cardiff, United Kingdom yolk recruitment Full timeQuality Assurance Assessor A Quality Assurance Assessor position has become available based in the centre of Cardiff! The role is with an award-winning insurance company who are on a huge growth journey this year. This position is full time in the office 9 - 5:30 the right person for the role could potentially be doing this position currently, that would...
-
Quality Assurance Assessor
2 weeks ago
Cardiff, Cardiff, United Kingdom yolk recruitment Full timeQuality 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...
-
Quality Assurance Assessor
2 weeks ago
Cardiff, Cardiff, United Kingdom Yolk Recruitment Ltd Full timeQuality Assurance Assessor A Quality Assurance Assessor position has become available based in the centre of Cardiff The role is with an award-winning insurance company who are on a huge growth journey this year. This position is full time in the office 9 - 5:30 the right person for the role could potentially be doing this position currently, that would...
-
Quality Assurance Assessor
3 weeks ago
Cardiff, United Kingdom AllClear Travel Insurance Full timeRole Overview: Are you passionate about quality and customer service? Do you have an eye for detail and a knack for providing insightful feedback? If so, we want you to join our team as a Call Centre Quality Assessor. In this pivotal role, you will be the guardian of our customer experience standards, ensuring every interaction reflects our commitment to...
-
Quality Assurance Assessor
2 weeks ago
Cardiff, Cardiff, United Kingdom yolk recruitment Full timeQuality Assurance AssessorA Quality Assurance Assessor position has become available based in the centre of Cardiff The role is with an award-winning insurance company who are on a huge growth journey this year.This position is full time in the office - 5:30 the right person for the role could potentially be doing this position currently, that would like a...
-
Quality Assurance Assessor
4 weeks ago
Cardiff, United Kingdom Fleet Mortgages Full time**Job Title**: Quality Assurance Assessor **Location**:Cardiff **Salary**: £30,000 - £35,000 **About Fleet Mortgages** Fleet Mortgages is a major player in the specialist Buy to Let Mortgage market. Due to rapid new business growth, we are looking for Quality Assurance Assessors to join our Legal and Compliance team here in Fleet. Due to business...
-
Quality Assurance Assessor in Cardiff
1 month ago
Cardiff, United Kingdom Clear Choice Recruitment Full timeWe are currently recruiting on behalf of a fast growing, multi award-winning insurance company with offices based around the world. The company has been named among the top 10 best insurance companies to work for in the UK. We are seeking an experienced Quality Assurance Assessor to complete contact monitoring assessments in the Contact Centre across both...
-
Quality Assurance
2 weeks ago
Cardiff, Cardiff, United Kingdom Personnel Selection Full time £35,000We have successfully recruited during 2023 and as the business grows and develops, we now require an additional two Quality Assurance team members to join our wider Legal and Compliance team. We are seeking candidates who have some demonstrable experience and career interest in Quality Assurance and Compliance. You will have worked in a financial services...
-
Mortgage Quality Assurance Assessor
3 weeks ago
Cardiff, United Kingdom Stellar Select Limited Full timeJob Title: Mortgage Quality Assurance Assessor Location: Cardiff Hybrid 2 days WFH 3 days office based once probation period has been passed Salary: Up to £35,000 Hours: 35 hour week Monday to Friday 9 am to 5 pm Benefits: 11% Non-Contributory Pension Scheme with the option to Salary Sacrifice25 days holiday plus bank holidaysPrivate Medical CoverLife...
-
Internal Quality Assurer
3 weeks ago
Cardiff, United Kingdom Inspiro Learning Full timeInspiro is one of the UK’s largest training providers offering government funded Apprenticeships and providing work-based learning in a number of industries. **The IQA role is a hybrid role with both remote and face to face working required. This role will cover the whole of Wales so the ability to travel to support our business requirements is a...
-
Quality Assurance Specialist
4 weeks ago
Cardiff, United Kingdom Yolk Recruitment Ltd Full timeQuality Assurance Assessor A Quality Assurance Assessor position has become available based in the centre of Cardiff! The role is with an award-winning insurance company who are on a huge growth journey this year. Read all the information about this opportunity carefully, then use the application button below to send your CV and application. This position...
-
Quality Assurance Specialist
2 weeks ago
Cardiff, Cardiff, United Kingdom Yolk Recruitment Ltd Full timeJob DescriptionQuality Assurance AssessorA Quality Assurance Assessor position has become available based in the centre of Cardiff The role is with an award-winning insurance company who are on a huge growth journey this year. This position is fulltime in the office 9 - 5:30 the right person for the role could potentially be doing this position currently,...
-
Quality Assurance Specialist
1 month ago
Cardiff, United Kingdom Yolk Recruitment Ltd Full timeQuality Assurance Assessor A Quality Assurance Assessor position has become available based in the centre of Cardiff! The role is with an award-winning insurance company who are on a huge growth journey this year. This position is fulltime in the office 9 - 5:30 the right person for the role could potentially be doing this position currently, that would like...
-
Quality Assurance Specialist
1 month ago
Cardiff, United Kingdom Yolk Recruitment Ltd Full timeQuality Assurance Assessor A Quality Assurance Assessor position has become available based in the centre of Cardiff! The role is with an award-winning insurance company who are on a huge growth journey this year. This position is fulltime in the office 9 - 5:30 the right person for the role could potentially be doing this position currently, that would...
-
Quality Assurance Specialist
1 month ago
Cardiff, United Kingdom Yolk Recruitment Ltd Full timeQuality Assurance Assessor A Quality Assurance Assessor position has become available based in the centre of Cardiff! The role is with an award-winning insurance company who are on a huge growth journey this year. This position is fulltime in the office 9 - 5:30 the right person for the role could potentially be doing this position currently, that would...
-
Quality Assurance Specialist
4 weeks ago
Cardiff, United Kingdom Yolk Recruitment Ltd Full timeQuality Assurance Assessor A Quality Assurance Assessor position has become available based in the centre of Cardiff! The role is with an award-winning insurance company who are on a huge growth journey this year. This position is fulltime in the office 9 - 5:30 the right person for the role could potentially be doing this position currently, that would...
-
Quality Assurance Specialist
4 weeks ago
Cardiff, United Kingdom Yolk Recruitment Ltd Full timeQuality Assurance Assessor A Quality Assurance Assessor position has become available based in the centre of Cardiff! The role is with an award-winning insurance company who are on a huge growth journey this year. This position is fulltime in the office 9 - 5:30 the right person for the role could potentially be doing this position currently, that would like...
-
Quality Assurance Specialist
3 weeks ago
Cardiff, United Kingdom Yolk Recruitment Ltd Full timeQuality Assurance AssessorAny additional information you require for this job can be found in the below text Make sure to read thoroughly, then apply.A Quality Assurance Assessor position has become available based in the centre of Cardiff! The role is with an award-winning insurance company who are on a huge growth journey this year. This position is...
-
Quality Assurance Specialist
1 month ago
Cardiff, United Kingdom Yolk Recruitment Ltd Full timeQuality Assurance Assessor A Quality Assurance Assessor position has become available based in the centre of Cardiff! The role is with an award-winning insurance company who are on a huge growth journey this year. This position is fulltime in the office 9 - 5:30 the right person for the role could potentially be doing this position currently, that would like...
-
Quality Assurance Specialist
1 month ago
Cardiff, United Kingdom Yolk Recruitment Ltd Full timeQuality Assurance Assessor A Quality Assurance Assessor position has become available based in the centre of Cardiff! The role is with an award-winning insurance company who are on a huge growth journey this year. Read all the information about this opportunity carefully, then use the application button below to send your CV and application.This position is...