Call Quality Assurance Specialist

2 weeks ago

Milton Keynes, Milton Keynes, United Kingdom Howden Full time
About the Role

We are seeking a highly skilled Call Quality Auditor to join our Business Assurance team. As a Call Quality Auditor, you will be responsible for ensuring that our staff adhere to internal procedures and regulatory requirements for distance sales.

The ideal candidate will have experience in a compliance, monitoring, or audit role, and/or experience working in a call centre with supervisor experience. You will be a self-starter with a strong desire to learn and develop, and possess strong written and oral communication skills.

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.

Requirements:

  • Educated to A level standard including good GCSE's in English and Maths (or equivalent)

What We Offer:

A career that you define. Our business succeeds by allowing our people to make a mark in the areas they care about most: personal development, volunteering, and fundraising for charity, or creating new insurance products that address society's greatest challenges.

We know that separate home and work lives don't really exist. If you're happy and healthy at home, you're more likely to be happy and fulfilled at work – and vice versa. That's why we do our best to support our people in every aspect of their lives.

Diversity and Inclusion:

We value diversity - there is no one Howden 'personality type'. Instead, we're looking for individuals who share the same values as us:

  • Our successes have all come from someone brave enough to try something new
  • We support each other, in the small everyday moments and the bigger challenges
  • We are determined to make a positive difference, at work and beyond

We consider our people our chief competitive advantage and as such we 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.

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