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QA Officer

4 months ago

Croydon, United Kingdom Towergate Insurance Brokers Full time

**QA Officer - Local Office - ARDXQ809008**

**Quality Assurance Officer (Flexible working offered)**
- We are happy to discuss flexible working for this role (Hybrid)._

An exciting opportunity to become one of our Quality Assurance Officers undertaking quality audits within our TIB 1st line on matters relating to conduct, business and service standards. Looking at the full end to end sale journey, our Quality AssuranceOfficers have excellent product knowledge and monitor, assess and benchmark quality across all customer facing operational areas.

**Key Role Accountabilities**:

- Combination of listening to telesales-based calls and reviewing file based audits and providinge feedback to the Call Handlers and Team Leader. Input findings into an automated Quality Assurance system.
- Look in to and investigate appeals that arise from audits.
- Report on any frequent or reoccurring issues.
- Complete calibrations with other Quality Assurance colleagues.
- Ensure that all documented business processes are followed accordingly.

**Person Specification**:

- Knowledge of working in a regulated environment, particularly related to general insurance and related products is desirable
- A good understanding of end-to-end business processes and procedures and able take a pragmatic approach to implementing change
- Building relationships - a level of gravitas that enables support, guidance and challenge of leaders in the business
- Strong organisational skills and attention to detail
- Strong written and oral communication skills
- Initiative, proactivity, enquiring approach, resourcefulness
- Adaptability, ability to embrace and respond positively to change
- Analytical and investigative skills, logical reasoning and problem-solving skills - individually and collaboratively
- Ability to work under pressure
- Ability to quickly learn and work with new processes and systems

**Qualifications & Experience**:
**Essential**:

- Excellent written & oral skills
- Great logical reasoning and problem-solving skills.
- Strong organisation & time management skills
- Microsoft Office experience to an Intermediate level.

**Desirable**:

- Professional Certification - relevant industry qualifications, e.g., Cert CII
- Knowledge of working in an insurance environment, preferably insurance broking.
- Experience of managing large sets of data and strong analytical skills

**The Company**

The Ardonagh Group is the UK’s largest independent insurance broker with global reach. We are a network of over 100 office locations and a workforce of nearly 7,000 people. Formed in 2017 and following a series of acquisitions in 2018, Ardonagh today bringstogether best-in-class brands including Autonet, Bishopsgate, Carole Nash, Geo Underwriting, Price Forbes, Swinton, Towergate and URIS. Our understanding of the communities we serve, together with our scale and breadth, allows us to work with our insurer partnersto deliver solutions that meet our customer needs.

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