Quality Assurance Specialist
4 weeks ago
Job Overview
As a Quality Assurance Specialist at Hiscox, you will be responsible for conducting end-to-end customer outcome testing across various key journeys and business areas. This role requires a diligent and self-motivated individual with a passion for customer excellence.
Key Responsibilities
- Completing outcome testing across multiple customer journeys, products, and business areas
- Determining customer outcomes and articulating findings in a clear and concise manner
- Providing valuable feedback and insights to relevant business areas
- Supporting implementation of business improvements through active partnerships to enhance customer outcomes
- Contributing to calibration sessions to ensure consistency and accuracy
- Identifying remedial actions and ensuring appropriate activity is undertaken to rectify, record, and report
- Contributing to best practice standards, processes, and the Quality framework
- Managing workload to ensure appropriate samples are met weekly and monthly
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, taking into account individual characteristics of each case
- 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
At Hiscox, 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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