Quality Assurance Analyst (Customer Outcome Testing), York
Client:
Hiscox
Location:
York, United Kingdom
Job Category:
Other
EU work permit required:
Yes
Job Reference:
e02613bdbc1b
Job Views:
4
Posted:
02.06.2025
Expiry Date:
17.07.2025
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 be responsible for conducting end-to-end customer outcome testing across 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:
* Completing end-to-end outcome testing across customer journeys, products, and business areas.
* Articulating findings clearly and concisely to determine customer outcomes.
* Providing valuable feedback and insights to relevant business areas.
* Supporting business improvements through active partnerships to enhance customer outcomes.
* Participating in calibration sessions within the QA team and operational areas for consistency.
* Identifying remedial actions, ensuring appropriate activities are undertaken to rectify, record, and report issues.
* Adhering to best practice standards, processes, and the Quality framework.
* Managing workload to meet sample targets weekly and monthly.
Our must-haves:
* Experience in Financial Services with a background in QA, Customer Outcome Testing, or customer-facing Insurance/Broking roles.
* Knowledge of regulatory requirements like Consumer Duty, DISP, IDD, Vulnerable Customers, and GDPR.
* Exceptional communication skills, both written and verbal.
* Sound judgment in determining customer outcomes, considering individual case characteristics.
* Ability to identify, communicate, and implement areas of improvement.
* Passion for delivering good customer outcomes.
* Diligent, conscientious, and organized with strong time management skills.
* Problem-solving and decision-making abilities.
Diversity and Hybrid working
Hiscox values diversity and inclusivity, fostering a culture that drives success. We support hybrid working, allowing up to 2 days per week in our York office to promote work-life balance. This model enables independence and flexibility while maintaining team structure and social interaction.
Join us and work with amazing people in a unique culture.
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