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