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The Role:
Quality Assurance Officer
Location: Flexible working - both remote and office-based options available.
Contract: Full-time, 37.5 hours per week
We are excited to announce that we are now looking for a Quality Assurance Officer to join the Quality Assurance team. The key responsibility of the role involves evaluating and analyzing customer interactions across various communication channels, aligning with business processes and policies, identifying areas for improvement, and addressing potential customer detriment.
You will deliver constructive feedback to support continuous improvement, maintain excellence in telephone skills and product knowledge, and ensure compliance with regulatory bodies to deliver positive customer outcomes.
Responsibilities include:
* Listening to and evaluating customer interactions for compliance and customer outcomes.
* Reviewing interactions to ensure accuracy and adherence to processes.
* Developing understanding of business processes for consistent analysis.
* Reporting on improvements to support customer outcomes.
* Providing feedback and supporting team development.
* Identifying and addressing customer and business detriment proactively.
* Managing individual workload and tasks.
* Maintaining knowledge of regulatory requirements and ensuring compliance.
About You:
To succeed, you should have:
* Experience delivering customer-focused outcomes in a regulated environment.
* Strong attention to detail and decision-making confidence.
* Experience in Sales, Service, or Quality Assurance roles.
* Excellent communication and organizational skills.
* Problem-solving abilities and target-driven mindset.
* Good understanding of FCA, GDPR, TCF, and complaints handling.
Benefits:
* Training and career progression opportunities.
* Incentives and prizes.
* 33 days annual leave including bank holidays, with options to buy more.
* Health cash plan, pension, life assurance, and various employee discounts.
* Wellbeing programs, volunteering opportunities, and support services.
At Domestic & General, we are proud of our legacy and future growth, expanding into new markets internationally. Join us and be part of this exciting journey.
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