Quality Assurance Officer

3 weeks ago

United Kingdom The Ardonagh Group Full time

An exciting opportunity to become one of our Quality Assurance Officers undertaking quality audits within our first line on matters relating to conduct, business and service standards. Looking at the full end to end sale journey, our Quality Assurance Officers have excellent product knowledge and monitor, assess and benchmark quality across all customer facing operational areas.


Key Role Accountabilities:


  • Combination of listening to telesales-based calls and reviewing file-based audits and providing feedback to the Customer Handlers and Team Leader. All findings are input into an automated Quality Assurance system.
  • Look into and investigate appeals that arise from audits.
  • Report on any frequent or reoccurring issues.
  • Complete calibrations with other Quality Assurance colleagues.
  • Ensure that all documented business processes are followed accordingly.


Person Specification:


  • Knowledge of working in a regulated environment, particularly related to general insurance and related products is desirable.
  • A good understanding of end-to-end business processes and procedures and able take a pragmatic approach to implementing change.
  • Building relationships – a level of gravitas that enables support, guidance and challenge of leaders in the business.
  • Strong organisational skills and attention to detail.
  • Strong written and oral communication skills.
  • Initiative, proactivity, enquiring approach, resourcefulness.
  • Adaptability, ability to embrace and respond positively to change.
  • Analytical and investigative skills, logical reasoning and problem-solving skills – individually and collaboratively.
  • Ability to work under pressure.
  • Ability to quickly learn and work with new processes and systems.


Qualifications & Experience:


Essential:

  • Excellent communication skills across all mediums.
  • Great logical reasoning and problem-solving skills.
  • Strong organisation and time management skills.
  • MS Office to an Intermediate level.


Desirable:

  • Professional Certification – relevant industry qualifications, e.g. Cert CII.
  • Knowledge of working in an insurance environment, preferably insurance broking.
  • Experience of managing large sets of data and strong analytical skills.


In return you will be welcomed and supported by our Ardonagh family joining an organisation that cares about you as a person and your wellbeing. Some of the other benefits are:


  • Holiday entitlement of 26 days plus bank holidays
  • Opportunity to progress your career across the entire Ardonagh family
  • Award-winning learning & development offering and support to obtain professional qualifications to enhance your knowledge and career prospects
  • Pension scheme for when you feel it’s time to retire
  • 24-hour Employee Assistance support for you and your family’s physical and mental wellbeing
  • Corporate perks such as discounted gym memberships, cinema tickets, shopping, Eyecare vouchers, cycle to work and much more
  • One day paid volunteering to give back to our communities
  • Ardonagh Community Trust (ACT) - raising funds for charity with donation matching in your local community
  • The Spotlight Awards, where we celebrate the best of the Ardonagh Group and all the bright talent across our business.


We offer genuine potential for both personal and professional development, come and be part of our story and help us shape our future. So, what are you waiting for? Apply today and one of our team will be in touch.


Ardonagh Group is an equal opportunities employer, with a growing and thriving diversity, equity and inclusion strategy; we are committed to a working environment that is free from discrimination, is inclusive, and empowers our people to bring their whole self to work and reach their full potential.


If your application is successful, we will conduct relevant employment checks prior to you commencing employment with us. These will include verifying your recent employment, address, credit history and a standard criminal record check.


Please note: We may close a vacancy prior to the publish end date if the required quality or number of applications has been received. No Agencies please.

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