Contact Centre Quality Assurance Assessor

1 week ago


SouthendonSea, United Kingdom InsureandGo Full time

**New Year, New Career?**

**About Us**

InsureandGo are travel insurance specialists and we pride ourselves with offering comprehensive travel insurance. We’ve been looking after people’s holidays for over 20 years and we’ve covered over 27 million travellers.

**The Role**

We are currently looking to recruit an experienced **Contact Centre** **Quality Assurance Assessor **who is passionate about customer experience and agent development.

**Key Responsibilities**
- Assess customer contacts in line with the Quality Assurance Programme recognising areas of strength and identifying areas for improvement and/or corrective actions.
- Maintain accurate and concise monitoring output, enabling managers to effectively feedback to their agents.
- Identify any adverse call trends/call drivers and highlight these to the 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 abreast of regulatory, procedural and/or product changes that may impact customer contact and have a bearing on the Quality Assurance Programme.
- Highlight any issues that arise which could impact our ability to operate within our regulatory guidelines and the Company’s internal procedures.
- To manage sensitive business and employee information appropriately and confidentially.

**Hours**

The hours are 9.00am to 5.30pm Monday to Friday (37.5 hours per week) and the role will be office based for the first 6 months and then opportunity for hybrid working after successful completion of the probationary period.

**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
- Length of Service Awards
- Staff Referral Scheme
- Discounted Travel Insurance
- Monthly Reward and Recognition Scheme
- Social Events
- Plus lots more

We are committed to being an equal opportunities employer which values diversity and inclusion. We are also proud to be a Disability Confident employer.

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

**Salary**: Up to £25,000.00 per year

**Benefits**:

- Additional leave
- Company events
- Company pension
- Employee discount
- Life insurance
- Referral programme
- Sick pay
- Store discount
- Wellness programme

Schedule:

- Monday to Friday
- No weekends

Supplemental pay types:

- Yearly bonus

Work Location: One location



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