Motorcycle Unit, Maidstone - Quality Assurance Analyst
Hours between 9am-7pm Mon-Fri, and 1 in 2 Saturdays.
Overall purpose of this role: -
To support the Quality Assurance Manager in ensuring that an effective quality assurance framework is effectively implemented within our Call Centre, and that Line Managers are effectively utilising the same and that issues relating to quality are addressed in a manner consistent with Swintons overall strategy.
Carry out quality checks on all executives and feedback the results to the appropriate Line Managers and Call Centre Managers.
Continually monitor all Executives' performance ensuring that they are FSA compliant.
Monitor quality for all new starters and make recommendations to improve training where necessary.
Highlight any agents who fail to meet minimum quality standards to their Team Managers.
Liaise when necessary with Head Office Compliance team & Customer Assistance.
Resolution of the Unit account queries in a timely and efficient manner.
Monitor Call Analysis and Sales Processes within the Call Centre.
Deal with any complaints that are received in relation to all teams within the Motorcycle Unit, liasing as appropriate with Team Managers and Customer Assistance teams.
A good standard of education from GCSE level (or equivalent) and above.
The work experience youll need
Experience in a sales environment especially insurance products such as motor.
Knowledge of FSA guidelines.
Experience dealing with and resolving / escalating when relevant customer complaints / queries (desirable).
Mandatory Job Requirements
What well be looking for in you
Well-developed planning and organisational skills being able to balance urgent and important tasks to deliver on time every time.
Excellent written and verbal communication skills.
Attention to detail coupled with a real passion for delivering exemplary customer care.
Able to add value to the team sharing and clarifying issues.
Willingness to develop your skills through ongoing training and development.
Positive attitude and flexible approach to working within the team.
Comfortable with use of Word / Excel and Access software.
Terms and Conditions
A 37.5 hr week, plus flexibility as appropriate to cover our Call Centre operating hours across both sites.
Swinton Group - 10 months ago
Swinton provide a vast range of insurance services including motor, home, travel and pet plus more specialist products such as classic cars...