Quality Assurance Assessor

Quality Assurance Assessor

A Quality Assurance Assessor position has become available based in the centre of Cardiff! The role is with an award-winning insurance company who are on a huge growth journey this year.

This position is full time in the office 9 - 5:30 the right person for the role could potentially be doing this position currently, that would like a change. It could also be someone who has worked in a call centre environment and would like to try something new.

You must have a great attention to detail for this position and the ability to speak and coach others when needed. Please see a full description below:
What you'll be doing -

• Your primary responsibility will be to conduct contact monitoring assessments within the Contact Centre for both the Sales and Service Departments, ensuring compliance with the Quality Assurance Programme.
• As an advocate for performance quality and a champion of excellence, you will provide clear and factual feedback to help agents enhance customer experiences and meet regulatory requirements.
• You will ensure the accuracy of quality monitoring reports and promptly identify any potential risks to customers.

Key Responsibilities include -

• Evaluate Customer Contacts: Conduct assessments in line with the Quality Assurance Programme, recognising strengths and identifying areas for improvement or corrective action.
• Maintain Accurate Records: Ensure monitoring output is precise and concise, facilitating effective feedback from managers to agents.
• Identify Call Trends: Detect adverse call trends or drivers and report these to the QA Team Leader and Operations Manager.
• Analyse Performance Data: Use management information (MI) to spot performance trends and gaps, discussing improvement plans with relevant managers.
• Participate in Calibration Sessions: Engage in sessions to ensure understanding and consistency across the team.
• Stay Informed: Keep up-to-date with regulatory, procedural, and product changes that affect customer contact and the Quality Assurance Programme.
• Highlight Regulatory Issues: Raise any issues that could impact regulatory compliance and the company's internal procedures.
• Confidentiality: Handle sensitive business and employee information with care and confidentiality.
• Integrity and Diligence: Act with integrity, due care, skill, and diligence.
• Transparency: Be open and honest with the regulatory body.
• Customer Fairness: Prioritise customers interests and treat them fairly.

This list of duties is not exhaustive and may be revised by Senior Management as needed.

Essentials Skills

• Excellent written and verbal communication skills
• Strong planning and organisational abilities
• Enthusiastic about fostering people improvement
• Ability to work effectively both in a team and independently
• Interest in customer journeys and experiences
• Proficiency in Microsoft Office, particularly Excel, is preferred
• Previous experience as a Quality Assurance Assessor is preferred
• Strong analytical and statistical skills

If you are interested please reach out and I can tell you more about the company!