Quality Assurance Specialist

4 weeks 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 end-to-end outcome testing to identify areas for improvement
  • 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 implementation of business improvements through active business partnerships
  • Contribute to calibration sessions to ensure consistency and accuracy
  • Identify remedial actions and ensure appropriate activity is undertaken to rectify, record, and report
  • Adhere to best practice standards, processes, and the Quality framework
  • Manage own 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
  • Ability to identify and communicate areas of improvement in an actionable way
  • Passionate about delivering good customer outcomes
  • Diligent and conscientious approach to tasks and priorities
  • Strong organisation and time management skills
  • Problem-solving and decision-making skills

Diversity and Hybrid Working:

We value diversity and are committed to creating an inclusive culture. We offer hybrid working arrangements to promote a healthy work-life balance. The successful candidate will be based in our York office, working up to 2 days per week.



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