Head of Quality Assurance Framework Insurance

6 days ago

South Cerney, United Kingdom Usay Compare Full time

**We are Usay Compare, the UK’s market leading comparison service for health insurance, life insurance and income protection. We remove the hassle and confusion from comparing policies and provide the best quotes on the market. With access to the leadinginsurers and an unparalleled team of friendly, expert advisors, we make cost-effective private medical care, straightforward and accessible. Our head office is in the beautiful Cotswolds, in South Cerney in Gloucestershire, with further offices in Bristol,London, Taunton and Bournemouth.**

We are proud to have a team of around 120 sales agents who advise on Private Medical Insurance policies using a panel of the leading insurance providers (Bupa, Vitality, AXA, Aviva, The Exeter, Freedom, WPA and Health-on-Line). They must work within theguidelines of the FCA and the Quality Assurance Framework that we work to as a business, whilst maintaining a high level of customer satisfaction and professionalism.

The purpose of this role is to deliver improvements on the quality of the calls/sales made, whilst maintaining and improving the overall Quality Assurance Framework. This will include discussing Quality Assurance results with individual advisers, highlightingtheir main fails and successes, providing detailed reports on the risk they are posing to the business and further audits/reports on the adviser highlighting the expected improvements following the 1 to 1 feedback.

**What we can offer you**:

- A guaranteed basic salary of £35,000 (up to £40,000 for any individual willing to travel to company offices)
- Flexible working (our main office location is GL7 5XZ)
- Full in-house training programme
- Continued training and development
- Friendly, fun and supportive working culture
- 28 days holiday - we are open on bank holidays. We also offer an incremental holiday package

**This is a varied and hands on role which will see you speaking to a range of people within the business, from Sales Managers, Advisers, and other business managers.**

**We are looking for the following skills/experience as this is what you will be doing day to day**:
- An exceptional understanding of private medical insurance (or another insurance product is desirable).
- Being able to review the MI within the business to understand which areas or individuals require specific audit focus at any one time.
- Having a good understanding of the risk portfolio within the business and how this can be reduced.
- Able to analyse and interpret MI and data to a high level.
- Able to listen and audit sales call recordings to ensure company and regulatory standards have been met.
- Prepare high quality reports for the adviser you are auditing to outline positive aspects as well as where improvements can be made.
- Giving 1 to 1 direct feedback to the adviser and managers (when applicable) following the audit. This can be remote (teams/zoom) or in person depending on the agreement at point of accepting the job.
- Able to conduct further in-depth audits following the initial feedback to evidence the expected success of the audit.
- Providing the highest quality periodic (at least monthly) MI/reports directly to the Compliance Officer to raise at the executive committee to evidence business improvements.
- Review current business processes and recommend process improvements across the business for quality checking, sales and training.

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