Quality Assurance Lead

1 month ago

Manchester, United Kingdom Patient Claim Line Full time

**The Role**

**Responsibilities**
- To complete accurate call assessments ensuring a consistent and fair approach to the scoring is made.
- To work closely with the Blume Quality Assurance Manager to streamline QA processes across the brands.
- Helping feed into and maintaining the quality levels against the internal service quality framework.
- Collating and reporting quality feedback given from lawyers and panel firms.
- Creation of weekly and monthly reports for the Contact Centre Manager and the Compliance Manager and Learning and Development Manager to outline / manage patterns, risks, and trends.
- Conduct calibration sessions with the contact centre team leaders to ensure that assessments are aligned.
- Conduct compliance spot checks and advise on themes and trends.
- Responsible for implementation of ongoing enhancement in compliance procedures, whilst ensuring its alignment with business objectives.
- Manning the quality feedback folder and proactively following up on reported issues; acting where needed and communicating back to stake holders.

**About You**

**The Benefits**
- Salary of £25,000 per annum plus bonus
- 37.5 hours - Monday - Friday (with the potential of working weekends depending on business needs)
- 23 days’ holiday + bank holidays
- Company pension scheme and PMI
- Perk box membership
- Easily accessible city centre offices
- Opportunity for personal and professional growth in an expanding and successful PE-backed and FCA approved business
- Regular work social events

**Job Types**: Full-time, Permanent

**Salary**: £25,000.00 per year

**Benefits**:

- Company pension
- Referral programme

Schedule:

- Monday to Friday
- Weekend availability

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- Manchester City Centre, Greater Manchester: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Quality assurance: 1 year (preferred)

Willingness to travel:

- 25% (preferred)

Work Location: In person

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