Quality Assurance Assessor
Description : 22 Mar, 2023
Experienced Quality Assurance Assessor required for an insurance organisation based in Southend on Sea, Essex Role Overview As a Quality Assurance Assessor you will complete contact monitoring assessments in the Contact Centre across both Sales and Service Depts in accordance with the Quality Assurance Programme. You will be an advocate for performance quality and a champion of excellence from a behavioural and service delivery perspective and through concise and factual feedback you will help agents deliver an excellent customer experience as well as adhere to their regulatory obligations. You will be responsible for accurately completing quality monitoring MI and highlighting any potential risks to our customers at the earliest opportunity. Key Responsibilities: 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. Use MI to analyse and identify performance trends and gaps and discuss improvement plans with the relevant managers. Participate in calibration sessions to check understanding and maintain consistency across the team. Keep abreast of regulatory, procedural and/or product changes that may impact customer contact and have a bearing on the Quality Assurance Programme. Highlight any issues that arise which could impact our ability to operate within our regulatory guidelines and the Company s internal procedures. Essential Knowledge and Skills Required • Excellent written and verbal communication skills • Good planning and Organisational skills • A keen interest in developing and encouraging people improvement • Ability to work well in a team environment as well as independently • A keen interest in customer journeys and customer experience • Good Microsoft skills including Excel is preferrable • Previous experience working as a Quality Assurance Assessor • Good analysis and statistical collation skills Hours 37.5 hours Monday to Friday
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