Quality Assurance Assistant (Customer Service)

The job in a nutshell

Are you experienced within a quality assurance role and able to ensure a satisfactory and consistent service is provided to business partners and customers through ensuring high standards in quality monitoring call agent / customer service advisors? Are you well versed in FCA guidelines and have a strong knowledge of complaints handling processes? 

If the answer to the above is yes, then we are very interested to hear from you. 

You will conduct regular checks on customer queries and complaints, ensure you maintain detailed and accurate records, deliver induction training to new team members, act as a point of referral for team members and deliver training and guidance amongst other daily and monthly activities.

Skills and experience you’ll need to have

  • Experience working within a quality assurance role or similar experience gained through work experience
  • Insurance Industry/Financial Services Knowledge/Experience.
  • Strong knowledge of complaint handling and FCA/Ombudsman regulations.
  • Strong/Expert knowledge of change processes/procedures or methodologies.
  • Ability to work on own initiative and have a logical and methodical approach to work.
  • Proactive with excellent organisational and time management skills.
  • Experience working to deadlines and SLAs.
  • Excellent communication and written skills.
  • Proficient in MS office suite.

What you’ll be responsible for

  • Conducts regular checks on customer queries and complaints to ensure they are being dealt with in line with Company and FCA guidelines.
  • Quality monitors customer complaint handling and general customer queries on a monthly basis, providing feedback to Customer Support and Complaint Assistants in a timely manner, whilst maintaining detailed and accurate records.
  • Delivers Induction Training to new team members.
  • Trains and coaches existing team members to ensure knowledge is maintained, in accordance to Company and FCA guidelines.
  • Acts as a point of referral point for team members. 
  • Maintains expert product knowledge in the area of Business Service/Partner Changes and the customer complaints process in order to support and offer advice within the team and around the business, when required.
  • Undertakes complaints handling training and/or coaching for continuous improvement.
  • Contributes to and follows the Company’s policy on Treating Customers Fairly and be a role model for the company values.

Who you’ll be working with

  • Compliance Department - to gain guidance and support on quality assurance in relation to customer complaints.
  • Relationship Managers, Commercial, IT and Compliance - to ensure resolution of issues/complaints. Determine root cause to mitigate future risk of recurrence.
  • Marketing and PR - to support campaigns, answering customer queries and feedback issues.
  • Quality Assurance Manager – updates on a monthly basis on the progress of Customer Service Team member’s quality scores, highlighting issues and training requirements.

About us

GoCompare.com Group plc (GOCO) operates GoCompare, a leading UK financial services, utilities and home services comparison website; and recently acquired The Global Voucher Group Limited (trading as MyVoucherCodes), which is a digital media and affiliate marketing specialist that connects consumers with money saving offers from the world's leading brands.

GoCompare attracts approximately five million visits every month and is designed to help people save time and money. When GoCompare launched in 2006 it disrupted the insurance market as the first comparison website to display policy details rather than just listing prices. GoCompare's goal was then, and still is now, to help people make better-informed buying decisions that save them time and money.

MyVoucherCodes.co.uk is one of the UK's biggest discount voucher websites. It launched in November 2006 and provides sales, discount and voucher code information to millions of consumers across the UK every month.

GoCompare.com Group plc uses data captured from more than 20 million customers over the last 11 years to underpin its drive to continually improve its proposition and leverage its strong position.

The Group is also an investor in Souqalmal.com, the leading comparison business in the Middle East; and in promising fintech start up MortgageGym, the mortgage robo-adviser.

GoCompare embraces diversity and truly believe in equal opportunities for all. We believe that inclusion and diversity increases creativity, delivers innovation, improves performance and better serves our customers.

We truly believe in the ethos that companies with greater diversity perform better than those without. It is for these reasons that all qualified applicants will be considered for employment regardless of age, race, religion, genetic information, sexual orientation, gender identity, parental status, disability, educational background or any other characteristic for that matter that doesn’t relate to your ability to perform the role.

Benefits

GoCompare offer a competitive benefits package including:

  • Flexible working hours
  • Bonus
  • 25 days holidays plus bank holidays
  • Birthday day off
  • Death in service
  • Matched pension (up to 6%)
  • Private medical cover
  • Buy and sell holiday options
  • Extra holidays for length of service
  • Share save scheme
  • Enhanced maternity and paternity policies
Go for it
Salary:

Up to £23,000 plus benefits and bonus

Location:

Newport

Job Reference:

gocompare/TP/41/167

Closing date:

21st January 2019

Contract type:

Full time

Contract details:

Permanent

Working hours:

37.5 hours per week

Go for it