Overview
Our Quality Assurance team is a vital component of our organisation, responsible for ensuring adherence to scripts, standard operating procedures (SOPs), and regulatory disclosure requirements across various areas of our business. The team plays a crucial role in maintaining high-quality standards and providing valuable feedback to improve call quality and customer experience.
Role: Quality Advisor
This role is ideal for someone passionate about doing things right and supporting people's development within a team of Quality Assurance experts. Experience in the insurance or financial services sector is highly desirable. Using sound judgment, industry expertise, and a proven track record in compliance, you will help keep us on track.
You will work with a dedicated, professional, and assertive team to monitor, validate, and verify audits, providing accurate and constructive feedback to colleagues.
How You'll Make an Impact
* Ensure risks are mitigated through feedback and trend analysis in audits.
* Build relationships with key stakeholders and report on audit results.
* Conduct accurate audits aligned with monitoring requirements.
* Verify sample files/calls for accuracy and consistency, working with offshore auditors.
* Develop remedial action plans based on audit findings.
* Highlight significant risks and support project work to implement changes.
* Stay updated on industry knowledge, especially FCA compliance standards.
About You
* Previous QA experience, preferably in insurance or financial services.
* Educated to GCSE level or equivalent; working towards CII/Dip CII is a plus.
* Deep knowledge of Quality Assurance principles and compliance practices.
* Understanding of business processes with solution-oriented mindset.
* Proven ability to work towards targets within a regulated framework.
* Strong relationship-building skills with key partners and team members.
* Excellent interpersonal skills and leadership qualities.
* Aware of potential risks and able to seek advice when needed.
* Organizational skills for planning and maintaining ethics and integrity.
* Proficiency in MS Office.
* Eligible to work in the UK.
Compensation and Benefits
Along with a competitive salary, we offer a comprehensive benefits package including:
* Minimum of 25 days holiday plus bank holidays, with options to buy extra days.
* Defined contribution pension scheme with Gallagher contributions.
* Life insurance (4x basic salary, up to 10x available).
* Income protection (up to 50%), with options to top up.
* Health cash plan or private medical insurance.
* Additional benefits: volunteering days, employee stock purchase plan, share incentive plan, critical illness cover, gym discounts, season ticket loan, shopping vouchers, family care, and more.
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