Call Quality Assurance Specialist
1 week ago
A remote opportunity to join our Business Assurance team as a Call Quality Auditor.
Howden is a collective – a group of talented and passionate people all around the world. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 18,000 employees spanning over 100 countries.
As a Call Quality Auditor, you will be responsible for delivering call audit services across the Group, providing assurances that staff are adhering to internal procedures and regulatory requirements for distance sales.
Key Responsibilities:
- Perform call audits to the highest standard, providing full reports of areas audited, potential areas of exposure, and recommendations for improvement.
- Review, share, and promote best practices across the Operating Entities.
- Identify and report on poor practice and share repeated issues with all Company staff.
- Advise and guide Account Handlers, as required, in conjunction with support from their line managers.
- Manage assigned projects and contribute to other projects as required.
- Ensure up-to-date records are maintained at all times on the Company systems.
- Respond appropriately to urgent issues as they arise.
- Meet all competency requirements by undertaking training and following agreed principles, policies, processes, and procedures.
- Build strong and effective relationships across the business to promote a positive image of the Business Assurance Function.
- Remain aware of external, industry, legal, and regulatory developments to ensure practice and outputs are of a sufficiently high standard.
What We Offer:
A career that you define, with opportunities for personal development, volunteering, and fundraising for charity. We support our people in every aspect of their lives, and we value diversity and inclusion.
At Howden, we consider our people our chief competitive advantage and treat colleagues, candidates, clients, and business partners with equality, fairness, and respect – regardless of age, disability, race, religion or belief, gender, sexual orientation, marital status, or family circumstances.
We're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs.
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