Job Ref: 213998654

Date: 2021-06-17 09:53:03

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Our Motor Insurance client is looking to recruit a Quality Assurance Executive to monitor, evaluate and report on their handling of calls coming into their call centre.

To ensure excellent quality is achieved by monitoring calls/reviewing files. To assist the QA Manager in evaluating processes and documentation and preparing internal and external reports.

Call Monitoring

This will involve listening in to the calls being made by the call handlers, ensure script/call competency of call handlers by monitoring/reviewing calls in line with the scoring process, then working with the QA Manager to highlight areas of further training or development needed.

Other aspects of the role are also to assist QA Manager with:

• Collecting, analysing and summarising information and trends;

• Preparation of internal documentation and reports

• Preparation of external conduct assurance reports

• Ensuring procedures and processes are adequately followed.

• Scorecard/script adjustments

• Customer complaints (Where required)

• Identifying training gaps

• Staff Inductions and support during their probationary period.

• Any ad-hoc duties required by the business

It is essential that this person has insurance background (ideally motor) it would be an advantage if you have experience of call monitoring.

Please note only CV’s with the above skills will be considered for this role

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