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Quality Assurance Assessor
3 weeks ago
**Quality Assurance Assessor**
We are working with the top Insurance Specialists who have been looking after people’s holidays for over 20 years and covered over 27 million travellers.
There is a great opportunity available within this dynamic company, they are looking for a Qa
Assessor, with the following experience.
You will be responsible for the performance quality and accurately completing the quality monitoring (MI), you will highlight any potential risks to the customer. While helping staff to deliver an excellent customer experience.
**Key Responsibilities**:
- Assess customer contacts in line with the Quality Assurance Programme
- To recognise areas of strength and identify areas for improvement.
- Maintain accurate and concise output, enabling managers to effectively feedback to their staff.
- To Identify trends/calls and highlight these to QA Team Leader and Operations Manager.
- Use MI to analyse and identify performance trends and gaps and discuss improvement plans with the relevant managers.
- Participate in calibration sessions to check understanding and maintain consistency across the team.
- Keep upto date of regulatory, procedural and/or product changes that may impact customer contact
- Highlight any issues that arise which could impact the ability to operate within our regulatory guidelines and the Company’s internal procedures.
- To manage sensitive business and employee information appropriately and confidentially.
**Knowledge and Skills Required**
- Good planning and Organisational skills
- A keen interest in developing and encouraging people improvement
- Ability to work well in a team environment as well as independently
- A keen interest in customer journeys and customer experience
- Previous experience working as a Quality Assurance Assessor
- Good analysis and statistical collation skills
Hours Monday - Friday - 37.5 hrs
Salary upto £25,000 DOE
**Benefits**
Company paid medical treatment through a Health Cash Plan (including dental treatment, glasses, prescriptions, private consultations etc)
Employee Assistance Programme
Tech Purchase Scheme
Pension
Holiday Buy Scheme
Life Assurance (4x Salary)
Christmas Savings Club
Discounted Cinema Tickets
Shopping Discounts for 1000s of High Street Retailers
Length of Service Awards
Staff Referral Scheme
Discounted Travel Insurance
Reward and Recognition Scheme
Personal Development (inc. Courses and Qualifications)
Social Events
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