Quality Specialist

4 days ago

StokeonTrent, United Kingdom Atlanta Group Full time

To maintain agreed scoring methodologies and supporting material, to enable the Quality Assurance function to monitor a range of customer interactions and provide effective assurance that customer facing staff act: honestly, fairly, professionally, in the best interests of the customer and in accordance with all business processes, legal and regulatory requirements. Additionally work with key stakeholders and provide support to frontline agents across Atlanta to help improve the Quality Assurance results where required.

How will you do this?

Joining our busy Quality Assurance team you will support the delivery of departmental objectives, you will undertake Quality Assurance activity in line with agreed Quality Methodology (for example Appeals, check the checker). You will complete 1st stage QA appeals process in line with SLA’s and Undertake independent check the checker of frontline Quality Assessors. You will make Undertake continuous personal development to ensure that skills and knowledge remain up to date in relation to your role, and Perform the role of SME for all Business areas, by supporting with projects, complex queries and change initiatives. Inclusive of Operations, Product and Change.

You will Maintain the Quality Monitoring Methodologies and all supporting documentation, including scorecards to ensure consistency and customer focus, and provide MI and recommendations to business operations when trends/problems are identified through RCA, also reporting risk events to relevant stakeholders.

We are working in a company where there are always moving goal posts - so no day is ever quite the same. We are a successful, growing company and this is a real opportunity to make this role your own.

**Join us and be part of a family**

We are one of the fastest growing insurance brokers, made up of some amazing heritage brands. With Swinton Group, Autonet, Carole Nash and Be Wiser we have over 100 combined years of experience. Every day, our people push boundaries and go further, empowering our customers and colleagues to make big decisions. When you join us, you join our family that is always innovating and always growing. With a relentless focus on collaboration, quality and curiosity, we help our people flourish. That’s why our people are the reason why we are the success we are today. There’s never been a better time to become part of our story.

**How we work**

The world has changed how we work - and so have we. That’s why we have already moved into flexible working because we understand that all important balance between work and everything else that happens outside the office. We are flexible to your needs so you can do your best work and have fun whilst doing it.

LI-SJ

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