Quality Assurance Specialist

1 day ago

York, York City, United Kingdom Hiscox Full time

Job Summary:

We are seeking a highly skilled Quality Assurance Analyst to join our Governance & Control Team. As a key member of the team, you will be responsible for conducting end-to-end customer outcome testing across various key journeys and business areas.

Key Responsibilities:

  • Conduct thorough outcome testing across multiple customer journeys, products, and business areas.
  • Determine customer outcomes and articulate findings in a clear and concise manner.
  • Provide actionable feedback and insights to relevant business areas to drive improved customer outcomes.
  • Support the implementation of business improvements through active partnerships to enhance customer experiences.
  • Contribute to calibration sessions to ensure consistency and accuracy within the Quality Assurance team and wider operational areas.
  • Identify remedial actions and ensure appropriate activities are undertaken to rectify, record, and report.
  • Adhere to best practice standards, processes, and the Quality framework.
  • Manage workload to ensure timely completion of samples.

Requirements:

  • Previous experience in the Financial Services sector with a background in Quality Assurance, Customer Outcome Testing, or a customer-facing Insurance/Broking role.
  • Knowledge and experience of regulatory requirements, particularly Consumer Duty, DISP, IDD, Vulnerable Customers, and GDPR.
  • Exceptional written and verbal communication skills.
  • Ability to exercise sound judgment when determining customer outcomes, considering individual case characteristics.
  • Ability to identify and communicate areas of improvement in an actionable way.
  • Passion for delivering good customer outcomes.
  • Diligent and conscientious approach to tasks and priorities.
  • Strong organization and time management skills.
  • Problem-solving and decision-making skills.

Diversity and Hybrid Working:

We value diversity and strive to create an inclusive culture that drives success. We have introduced hybrid working to promote a healthy work-life balance. The successful candidate will be expected to work in our York office up to 2 days per week.

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