Quality Assurance Assessor (Fixed Term Contract)

Quality Assurance Assessor (Fixed Term Contract)

Location:
Haywards Heath or Salford Quays
Salary:
Competitive
Department:
Operations
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We have a fantastic opportunity for a Quality Assurance Assessor to join our brilliant Performance team in either Salford Quays, Manchester or Haywards Heath, West Sussex.
​Please note this is a contract to cover maternity leave

The successful candidate will need experience of working in a call centre environment with exposure to quality assurance. You will provide assurance that all policies and procedures are being adhered to and that the company’s employees are operating at the required competency and meeting regulatory requirements. 

The QA Assessor’s purpose is to contribute to positive change and improvements to customer experience and suitable customer outcomes, through continuous improvements, reporting and analysis of trends.

Job responsibilities
  • Conduct quality assurance assessments and cross validations as required, within agreed timescales and as per agreed schedule
  • Achieve KPIs and SLAs including timely and accurate delivery of all tasks and reports
  • Support with external supplier reviews when required
  • Analyse adequacy of identified risk and the reliability and adherence to internal controls
  • Work collaboratively with all teams and colleagues, ensuring consistency to quality assurance approach and best practice within the team
  • Provide positive and constructive feedback to colleagues and suppliers, building and maintaining respectful relationships with all colleagues, working closely with other departments and supporting them as and when required
  • Actively promote continuous improvement and raise bugs when identified
  • Demonstrate the company’s values and appropriate behaviours
  • Contribute to any ad-hoc projects or policy updates as required
 
Skills, knowledge & experience
  • Experience of working in a financial services in a quality assurance environment
  • Experience of the private motor vehicle insurance industry, ideally in both policy and claims environments
  • Strong computer skills with experience in MS Office, particularly Word and Excel
  • Experience of working in a quality assurance including risk and controls principles, focusing on customer outcomes
  • Excellent communication skills, both verbal and written
  • Problem-solving skills with the ability to adopt a logical approach to resolving problems
  • Good organisational skills and ability to multi-task
  • Data analysis and translation of management information to tangible actions
 
What can we do for you? 
 We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer… 
  • Fantastic training and development opportunities
  • Employee benefit packages to suit your lifestyle
  • Flexible working
  • YOUday - we give you an extra day off to celebrate a special day
  • The opportunity to take a paid day off each year to do charity work
  • A health cash plan
  • Help with travel expenses
  • The opportunity to buy additional holiday
  • Company pension scheme
  • Group life assurance
  • Enhanced maternity and paternity pay
  • Professional subscription fees paid
Employee wellbeing is high on the agenda here too. We provide a weekly free fruit delivery, discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home. In addition, we provide wellbeing events throughout the year to support physical and mental health.

For further information on what we can offer and to learn more about this role, feel free to contact our dedicated Recruitment team.

Interested? Apply today and take the next step in finding your dream job.

We’ve received some great feedback from employees on Glassdoor. Don’t believe us? Check out our reviews for yourself!

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glassdoor

79% of people would recommend a friend to work at First Central

Based on 98 Glassdoor reviews (July 2020)

Benefits

View all benefits >

Flexible working

We support colleagues who wish to work flexibly whilst meeting the needs of the business.

YOUday

We give you an extra day off to celebrate a special day.

Holiday Extra

Not only do you get a generous holiday entitlement, you can also buy additional leave.

Volunteering

Get a day off each year to take part in volunteering activities.

Health cash plan

Claim money back on your healthcare costs, such as dental check-ups and eye tests.

Season ticket loan

We provide interest-free loans to cover the cost of season tickets for rail, bus or car parking.