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Quality Coordinator

4 months ago

Wythenshawe, United Kingdom NS Resource Group Full time

My client is a privately owned business across Australia and New Zealand. They are a market leader in the auto sector with established and developing businesses across accident replacement vehicles and management and subscription car ownership. The businessis fast-paced and dynamic, with an aggressive growth agenda for 2023. Due to expansion, they are looking to recruit a Quality Coordinator to join their growing team in the UK.

You will be responsible for completing quality assurance reviews of files relating to the accident management side of the business whilst supporting the afterhours inbound call activity from customer who have been involved in an accident and needed assistance.

**Responsibilities**
- Working to an established QA framework, reviewing file integrity to identify missing information and adherence to compliance.
- Collating information and reporting on file quality to relevant person/s.
- Communicate feedback to Claims Team Managers on any rectification required on files.
- Support the continuous improvement of work processes and efficiency by identifying trends and gaps in file quality
- Handling inbound calls from customers who have had accidents and need assistance
- Updating database or software with customer information & accident description
- Organise UBER/Taxi trips for customers

**Skills & Attributes**
- Experience in quality assurance or claims management/vehicle leasing is important
- A customer-focused approach along with a "can do" attitude.
- Having a confident phone manner with the ability to succinctly answer customer questions
- An eye for detail and effective record keeping.
- Proven track record of analytical and reporting skills.
- Excellent time and task management
- A passion for helping others and delivering excellent customer service. The ability to show empathy & understanding.
- Understanding of basic business metrics and how they influence performance
- Ability to work in a global team and autonomously.
- A willingness to learn, develop and grow within your role.
- Knowledge of the insurance, credit hire, and motor vehicle hire industry is highly desirable but not essential.

High level of professional customer service & empathy