Quality Assurance Auditor

23 hours ago


Portsmouth, United Kingdom GerrardWhite Full time

**Are you an experienced Claims or call handler looking to steer away from the contact centre environment? Do you have excellent attention to detail? Are you passionate about customer service?**

**Quality Assurance Auditor
Location: Portsmouth
Hours: Monday - Friday

**Salary**: £20,000 + excellent benefits package**

We are currently looking for an experienced Customer Service professional, ideally from a contact centre background, to join our Quality Assurance team in Portsmouth.
This is a fantastic opportunity to learn new skills and make a positive impact on the way this multi-brand business deliver service.
With the opportunity to define your goals and build your career, you will be working for one of the leading and expanding Insurance groups in the UK.

**You will be responsible for**:

- Undertaking QA reviews in line with the QA framework and Quality Assurance plan, this will be done by listening to calls dealt with by the customer service teams for various business areas.
- Complete the required number of audits and ensure they are aligned with the QA framework.
- Communicate your findings and outcomes with the relevant team managers
- Understand requirements that need to be followed in calls when conducting reviews
- Recognise, acknowledge, and celebrate outstanding customer service
- Escalate any technical or system issues
- Maintain accurate documents of reviews in relation to quality assurance.

**Core Skills & Experience**:

- Experience in Claims Handling from a General Insurance Background or a similar telephony role.
- Understanding of resolving formal and informal complaints
- Understanding of a Claims environment, terminology, regulation and policies
- Excellent attention to detail
- Experience of monitoring quality and performance is an advantage but not essential.
- Strong written and verbal communication, with the ability to effectively communicate with Management.
- Proven experience in a customer focused role.



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