Quality Assurance Executive

Competitive | North Acton | Contract
Posted 1 year ago

Quality Assurance Executive

£10- £12 per hour

The role requires the candidate to listen to and analyse calls whilst reviewing the systems used in order to assess employee compliance against set product, process, regulatory and customer experience criteria. All findings are then documented in a QA report which is used for coaching by local management and support staff.

The role may also require the candidate to monitor other types of interaction and process such as complaints handling, customer refunds, insurance claims submission, investigation and policy administration. The data and feedback produced by the role is reviewed for compliance, performance management and remuneration purposes. In addition, the candidate must have good telephony skills and customer service experience as they will need to interact with customers over the phone.

Areas of responsibility:

• Analyse customer interactions and transactions and assess against pre-defined quality scorecards
• Record results and clearly note associated feedback
• Work to achieve set targets, on time and to quality standards
• Provide accurate and objective feedback to the contact centre agents (and relevant Team Managers)
• Ensure basic expectations of calls are met through monitoring including, DPA, sales opportunities, service queries and mandatory procedures
• Enter and update data into relevant reports and trackers accurately
• Support in submitting quality/compliance scores for advisor bonus and management reporting at the end of each month, ensuring that all reporting is accurate
• Identify service delivery areas that need additional coaching and liaise with the relevant coaching teams
• Assist in identifying and implementing process improvement where necessary
• Immediately identify and appropriately escalate any serious process issues
• Plan and prioritise workload to manage deadlines.
• Assist in running team calibration sessions
• Identify ways of enhancing quality monitoring
• Able to provide great customer service over the phone.


Essential: Good working knowledge of Microsoft Excel, PowerPoint and Word
Excellent listening, note-making, analysis and data collation skills
Ability to perform routine functions with enthusiasm and adapt to change quickly
Good analytical skills with an eye to detail
Methodical with organisational and time management skills
Self-motivated and able to work with minimal supervision

Desirable: Experience of customer services
Experience of FCA regulation
Previous experience in a Quality Analyst/Executive role

If you have the skills we are looking for, please apply today!

For more information about this role, please contact:

Hazera Begum

0207 516 1240

See Hazera Begum's jobs
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