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Quality Assurance Analyst (Customer Outcome Testing), York
Client: Hiscox
Location: York, United Kingdom
Job Category: Customer Service
EU work permit required: Yes
Job Reference:
e02613bdbc1b
Job Views:
4
Posted:
28.04.2025
Expiry Date:
12.06.2025
Job Description:
Job Type: Fixed Term
Build a brilliant future with Hiscox
Please note, this role is for a 12-month Fixed Term Contract.
The role
Reporting to the Quality Assurance Manager and as part of the wider Governance & Control Team, you will conduct end-to-end customer outcome testing across various key journeys and business areas. The role provides actionable insights to improve customer outcomes.
This position suits diligent, self-motivated individuals passionate about customer excellence.
What you will be doing:
1. Completing end-to-end outcome testing across key customer journeys, products, and business areas.
2. Determining customer outcomes and articulating findings clearly and concisely.
3. Providing valuable and actionable feedback to relevant business areas.
4. Supporting implementation of business improvements through active partnerships to enhance customer outcomes.
5. Contributing to calibration sessions within the QA team and wider operational areas to ensure consistency and accuracy.
6. Identifying remedial actions, ensuring appropriate activity to rectify, record, and report.
7. Adhering to best practice standards, processes, and the Quality framework.
8. Managing workload to meet weekly and monthly sample targets.
Our must-haves:
1. Experience in the Financial Services sector with a background in Quality Assurance, Customer Outcome Testing, or a customer-facing Insurance/Broking role.
2. Knowledge of regulatory requirements, including Consumer Duty, DISP, IDD, Vulnerable Customers, and GDPR.
3. Exceptional written and verbal communication skills.
4. Ability to exercise sound judgment when determining customer outcomes, considering individual case characteristics.
5. Ability to identify and communicate areas for improvement in an actionable way.
6. Passion for delivering good customer outcomes.
7. A diligent, conscientious approach to tasks and priorities.
8. Strong organization and time management skills.
9. Problem-solving and decision-making skills.
Diversity and Hybrid working
At Hiscox, we value our people and are committed to diversity and an inclusive culture. We have adopted a hybrid working model, allowing flexibility to balance work and personal life.
The successful candidate will be expected to work in the York office up to 2 days per week, managing their work-life balance effectively.
Join us to work with amazing people and be part of a unique culture.
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