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Quality Assurance (QA) Senior Officer

J2059

Industry: Commercial

Location: Basingstoke

Hours per week: 40.00

Salary: £24000.00 - £27000.00

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Description:

Quality Assurance (QA) Officer
Basingstoke, Winchester, Guildford
£24-27,000 PA
Monday- Friday 9am-5:30pm

I am looking for an experienced QA officer to join a successful insurance business that is on an extremely exciting journey of growth.

The role of the QA Senior Officer is to deliver call review feedback to sales and customer service staff and where necessary to assist the QA Team Leader to supervise QA Officers to ensure that all calls, with particular reference to sales and customer services (including complaints), are monitored to ensure that the Company is operating - across all levels – within the rules and requirements of the Company’s regulators, including but not limited to the FCA and the ICO.
The ideal candidate will be a detailed person with 1st class listening skills and the ability to work to strict deadlines, often under pressure. An excellent communicator, they will build solid relationships with all members of the company and work with them to ensure necessary regulatory requirements are met on a daily basis. The position will need to maintain excellent working relationships with the QA Team Leader, QA Manager, Legal Compliance & Risk Director, the Chief Operating Officer, all Board members, the Head of Sales, the Operations Manager and all managers within the Sales and Customer Services functions. In return we can offer career development and progression, company-wide incentives and the opportunity to work within a successful, growing company.

• Experience gained within a similar role or regulatory role within the financial services arena.
• Excellent written and oral communication skills
• Previous financial services sales experience within the direct sales environment.
• Compliance, legal or applicable degree level qualifications.
• IT literate – especially with MS Word, Outlook and Excel.
• A working knowledge of the FCA handbook, in particular Insurance Conduct of Business (ICOBs), DISP, PRIN (in particular Treating Customers Fairly) is desirable.
• A good working knowledge of retail insurance and the FCA.

• Experience gained within a similar role or regulatory role within the financial services arena.
• Excellent written and oral communication skills
• Previous financial services sales experience within the direct sales environment.
• Compliance, legal or applicable degree level qualifications.
• IT literate – especially with MS Word, Outlook and Excel.
• A willingness to learn a working knowledge of the FCA handbook, in particular Insurance Conduct of Business (ICOBs), DISP, PRIN (in particular Treating Customers Fairly).
• A willingness to obtain a working knowledge of retail insurance and the FCA.

You must be:
• Customer focused.
• Attention to detail, accuracy and the ability to prioritise to tight deadlines
• Excellent communicator with a calm and patient outlook.
• Commercially aware.
• Strong presentation skills.
• Tact, discretion and respect for confidentiality.
• A clear telephone manner
• The ability to communicate with all levels of management, from Board level downwards.
• Proactive, not reactive, approach to work
• The ability to work in a team and lead from the front.
• Prepared to go the extra mile to hit targets
• Thrives on activity and enjoys working in a fast paced environment.
• Punctual, flexible and a positive ‘can-do’ attitude.

Your duties:
• Undertake competent call reviews of sales and customer services calls to enable the business to comply with all necessary legal, regulatory, underwriting and quality requirements, with the overriding aim of ensuring fair customer outcomes.
• Mentor QA Officers, subject to oversight from the applicable QA Team Leader.
• Provide qualitative feedback to sales and customer service staff on a one to one basis in areas of concern helping them to understand the issues which should help to improve their compliance record.
• Achieve Team KPIs.
• Assist the QA Team Leaders to mentor and train QA Officers to develop the appropriate competencies to deliver feedback to sales and customer service staff.
• Attend weekly call calibrations with his/her Team, deputising for the QA Team Leader if applicable.
• Assist the QA Team Leaders to ensure that the quality assurance of sales and customer services calls made across the business ensuring are meeting all necessary legal, regulatory, underwriting and quality requirements, with the overriding aim of ensuring fair customer outcomes.
• Ensuring that call reviews undertaken by the role are accurately and adequately documented, enabling the department to produce full management reports and MI when required.
• Attend, if requested, monthly call calibrations with sales and customer services managers with the aim of ensuring understanding in relation to the review of calls.
• Where requested, arrange and attend call calibration meetings with senior management (including but not limited to Board members).
• If requested, undertake check the checker reviews on QA Officers and provide meaningful feedback/coaching to improve performance.
• Attend management meetings, if requested, pertinent to quality assurance and deliver reports and presentations if required.
• Raising recurring compliance errors with management to help with necessary performance management and on-going training.
• Deputising for the QA Team Leader as and when required.

I am meeting potential candidates immediately to discuss this role and arrange interviews with the client.
APPLY NOW!

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