Insurance Services Auditor
7 days ago
**Hours of Work**:37 Hours
Monday-Thursday 9:00am-5:30pm
Friday 9:00am-5:00pm, with some possible variation to cover occasional evening and weekend shifts
**Job Purpose**:
Undertake call and file audits and provide balanced and constructive feedback to all agents along with any remedial actions and recommendations
Positively contribute to the continual improvement cycle within the Insurance Services division
**Key Responsibilities**:
- Undertake call and file audits across all teams within Insurance Services;
- Provide any required feedback, guidance, coaching and/or recommendations in a 1-2-1 and/or group environment in a balanced and constructive manner
- Report on audit findings and any follow up action
- Keep up to date with new developments, schemes and script changes
- Report and escalate any identified risks, training or performance issues
- Actively promote and represent the Quality Assurance Department throughout the whole business and to external bodies
- Achieve any agreed Key Performance Indicators (KPI’s) and contribute positively to the team performance
- Contribute, where necessary, to any “Audit the Auditor”, “Follow Up”, calibration or ad-hoc audit programmes to ensure there is always a consistent approach and scoring to business-wide auditing
**Experience & Knowledge**:
- An ability to work using own initiative within agreed boundaries, as well as in a team, to achieve maximum results
- Relevant experience of working in a call centre environment
- Ability to interpret information, identify risk and provide feedback in a clear and concise manner
- Excellent interpersonal and communication skills (both written and oral)
- Ability to work under pressure and flexibly to meet business and department deadlines
- Ability to be agile and adaptive, to be flexible, open to and embracing change
- Meticulous attention to detail
- Have a clear understanding ofwhat good customer service
**Benefits**:
- Minimum 25 days’ holiday plus bank holidays
- Hybrid working model (in relevant role)
- 2 x Volunteering days to support charitable initiatives
- Matched Giving - up to £250 matched for personal charity fundraising for a registered charity
- Medicash cash plan - claim back dental / physio / optical appointments
- My Medicash App - including access to rapid digital physiotherapy and skin cancer screening assessments plus fitness videos and wellbeing tools
- Discounts and cash back on travel and shopping through Medicash extras
- Life Assurance Scheme (4 x salary)
- Pension scheme
- Funded driving theory test (in relevant role)
- Active network of Wellbeing Champions - providing mental health support
- Training and development opportunities
- Funded social events to connect with your colleagues
- Dress for your day policy
**Job Types**: Full-time, Permanent
**Salary**: £21,000.00-£24,500.00 per year
**Benefits**:
- Company events
- Company pension
- Gym membership
Schedule:
- 8 hour shift
- Monday to Friday
- Weekend availability
Work Location: In person
Reference ID: 06/23/12
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