Quality Assurance Specialist

4 weeks ago


York, York City, United Kingdom Hiscox Full time

Job Summary:

We are seeking a Quality Assurance Specialist to join our team at Hiscox. As a Quality Assurance Specialist, you will be responsible for conducting end-to-end customer outcome testing across a number of key journeys and business areas.

Key Responsibilities:

  • Completing end-to-end outcome testing across key customer journeys, products, and business areas
  • Determining customer outcomes and articulating findings in a clear and concise manner
  • Providing valuable and actionable feedback and insights to relevant business areas
  • Supporting implementation of business improvements through active business partnerships to improve customer outcomes
  • Contributing to calibration sessions within the Quality Assurance team and wider operational areas to ensure consistency and accuracy
  • Identifying remedial actions and ensuring appropriate activity is undertaken to rectify, record, and report
  • Contributing to and adhering to best practice standards, processes, and the Quality framework
  • Managing 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, taking into account individual characteristics of each case
  • Ability to identify and communicate areas of improvement in an actionable way
  • Passionate about and able to evidence delivery of 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 care about our people. We hire the best people for the job and are committed to diversity and creating a truly inclusive culture, which we believe drives success.

We have introduced hybrid working to encourage a healthy work-life balance. We anticipate the successful candidate for this role will be in the office up to 2 days per week in our York office.

This hybrid working model is set by the team rather than the business to enable you to manage your own personal work-life balance.



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