Quality Assurance Specialist

4 weeks ago


York, York City, United Kingdom Hiscox Full time

Job Summary:

We are seeking a diligent and self-motivated Quality Assurance Specialist to join our Governance & Control Team. As part of this role, you will be responsible for conducting end-to-end customer outcome testing across various key journeys and business areas.

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, considering individual case characteristics
  • 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 organisation and time management skills
  • Problem-solving and decision-making skills

Diversity and Hybrid Working:

We care about our people and are committed to diversity and creating an inclusive culture that drives success. We have introduced hybrid working to encourage 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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