Complaints and Quality Assurance Specialist

4 weeks ago


Newton Abbot, Devon, United Kingdom Agena Group Full time

Role Overview

The Agena Group is seeking a dedicated professional to manage, investigate, and respond to incoming complaints. As a Complaints and Quality Assurance Specialist, you will ensure each concern is handled with precision and care, while performing quality assurance on cases processed by our complaints and appeals teams.

Key Responsibilities

  • Manage and resolve complaints within specified timelines to ensure prompt and effective resolutions.
  • Conduct detailed investigations into each complaint, documenting evidence and findings with accuracy and thoroughness.
  • Identify patterns and trends in complaints, escalate recurring issues, and lead efforts to resolve them for long-term improvement.
  • Provide feedback to Management as needed, contributing to continuous improvement across departments.
  • Draft and respond to MP letters with professionalism, ensuring all responses meet our high-quality standards.
  • Collaborate with third parties, presenting relevant evidence to aid in efficiently concluding complaints.
  • Undertake additional responsibilities as requested by Management to support departmental goals.
  • Perform quality assurance checks on work processed by the complaints and appeals teams, upholding our standards of excellence.

Requirements

  • Demonstrates strong attention to detail, consistently processing complex information with accuracy.
  • Sets and maintains high standards of quality, continually seeking opportunities for improvement and ensuring rigorous quality assurance.
  • Works collaboratively to achieve shared goals, contributing positively even when personal interests are not directly impacted.
  • Adapts effectively to established rules, procedures, and policies, consulting appropriate authorities when clarification is needed.
  • Upholds high standards and a commitment to excellence, focused on continuous improvement and quality in all aspects of work.

What We Offer

We provide a range of benefits, including incremental holiday increases, 2 volunteering days a year, and opportunities for training and development. We are committed to supporting your mental health at work and are proud to be certified Carbon Neutral.



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