Call Quality Assurance Assessor

4 days ago

Romford, United Kingdom AllClear Travel Insurance Full time

**Quality Assurance Assessor**

Working across our award-winning Contact Centres **_AllClear & InsureandGo_**, who are part of the Best Companies Programme, are looking for someone who is passionate about quality of service, customer experience and agent development.

We are looking for an exceptional **_Quality Assurance Assessor_ **with strong personal skills and good attention to detail to join our team.

Collaboration is a key to our success, there is a lot of interaction with **Contact Centre Managers **and **Learning and Development**, talking through agent development areas, acknowledging agent success, and identifying customer experience improvements.

**Key Responsibilities**
- You will be responsible for accurately completing call quality, monitoring MI and highlighting any potential risks to our customers ensuring the business meets FCA regulations and company internal procedures
- Assess customer contacts in line with the Quality Assurance Programme recognising areas of strength and identifying areas for improvement and/or corrective actions.
- Maintain accurate and concise monitoring output, enabling managers to effectively feedback to their agents.
- Identify any adverse call trends/call drivers and highlight these to the QA Team Leader and Operations Manager.
- To manage sensitive business and employee information appropriately and confidentially.

**Essential Skills Required**
- Excellent written and verbal communication skills
- Good planning and Organisational skills
- Good Microsoft skills including Excel
- Previous experience working as a Quality Assurance Assessor
- Good analysis and statistical collation skills

**Benefits and Renumeration package**
- Salary up to £25K
- A continuous evolving benefits package
- Monday - Friday during core business hours
- 37.5 hours
- Option for Hybrid working after probation

**Salary**: £23,000.00-£25,000.00 per year

**Benefits**:

- Casual dress
- Company pension
- Cycle to work scheme
- Employee discount
- Life insurance
- On-site parking
- Referral programme
- Sick pay
- Wellness programme
- Work from home

Schedule:

- Monday to Friday
- No weekends

**Experience**:

- Quality assurance: 1 year (preferred)
- Call centre: 1 year (preferred)

Work authorisation:

- United Kingdom (preferred)

Work Location: Hybrid remote in Romford

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