Quality Assurance Expertise Sought
This role is responsible for ensuring the quality of administrative and claims staff, through regular assessments and evaluations.
Main Responsibilities
* Conduct comprehensive evaluations to identify areas of improvement and provide recommendations to leadership.
* Deliver training sessions to new team members and participate in evaluation calibration to ensure consistency.
* Analyse data to identify coaching and training needs and provide insights to inform business decisions.
* Support incident management and ensure all activities comply with industry standards and regulatory requirements.
* Collaborate on system updates and prepare reports to identify trends and opportunities for improvement.
Key Requirements
* Accreditation and experience in the financial services industry.
* Proficiency in Microsoft Office and strong analytical, communication, and technical skills.
* Demonstrated ability to work under deadlines, with attention to detail and a commitment to exceptional service delivery.
* Strong relationship-building skills and problem-solving ability.
* Ability to demonstrate a high level of professionalism and maintain strict confidentiality.
Preferred Qualifications
* Experience in customer service or contact centre roles.
* Previous experience as a Quality Analyst in the financial services sector.
About This Role
This position requires a skilled professional who can apply their expertise to drive quality improvements and contribute to the success of our team.