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Complaints and Quality Assurance Specialist
2 months ago
Job Title: Complaints and Quality Assessor
Job Summary:
We are seeking a highly skilled Complaints and Quality Assessor to join our team at iuvo BioScience, llc. As a key member of our Customer Relations department, you will be responsible for evaluating internal processes and ensuring the quality of our formal complaints process.
Key Responsibilities:
- Internal Assurance Framework: Design and deliver an internal assurance framework within Customer Relations to include end-to-end complaints assurance, focus on customer outcomes, regulatory compliance, process confirmation checks, and feedback loops.
- Root Cause Analysis: Work closely with the Prevention Specialist to use the insight available to tackle the causes of complaints across First Central.
- Compliance: Comply with the requirements and act in accordance with the Group Code of Conduct and Fitness and Propriety policies at all times.
- Process Improvement: Ensure compliance with Company Policies, Values, and guidelines and other relevant standards/regulations at all times.
- Continuous Improvement: Experience of undertaking root cause analysis and continuous improvement initiatives.
- Complaint Handling: Some knowledge of complaint handling practices.
- Regulatory Knowledge: Knowledge of FCA requirements (including individual responsibilities in relation to Consumer Duty) and the regulatory framework relating to general insurance.
- Qualifications: Root cause analysis/continuous improvement qualification or training.
- Soft Skills: A flexible approach and positive attitude.
- Performance Targets: Strives to deliver performance targets and drive business improvements to contribute to the success of the business.
What We Offer:
- Flexible Working: We offer flexible working arrangements, including hybrid working options.
- Competitive Salary: A competitive salary and benefits package.
- Professional Development: Opportunities for professional development and growth within the company.
About Us:
iuvo BioScience, llc. is a leading company in the industry, committed to delivering high-quality products and services. We value our employees and offer a supportive and inclusive work environment.