Quality Assurance Officer

Neilson Financial Services; Ashford; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading financial services provider is seeking a Quality Assurance professional to ensure high-quality service delivery. The role involves evaluating calls, maintaining compliance, and fostering communication within teams. Enjoy a supportive work environment with no weekends and hybrid work options.

Benefits

No Weekends

Hybrid working option

Life Assurance from day 1

Employee Assistance Programme

Local discounts

Free fruit

Flu Vaccinations

Cycle to work scheme

Exceptional training

Pension & 23 days holiday

Qualifications

• Previous QA experience is an advantage.
• Experience in financial services is required.

Responsibilities

• Conduct call evaluations as per instructions.
• Ensure compliance with company policies.
• Promote effective communication within the team.

Skills

Communication

Customer focused

Attention to detail

Job description

At Neilson, we’re dedicated to helping families secure financial protection for their loved ones with a range of life insurance options.

Neilson is a leading provider of innovative, simple and great-value direct life insurance products. You may have come across some of our brands such as British Seniors and Smart Insurance.

We have evolved from our origins in the UK, where the business was launched in 2012, to become an award-winning international operation and leader in the global life insurance market. Today, we have offices in the UK, USA, Canada, Ireland, and Australia.

Job Description

What you will be doing…

• Conduct the required amount of call evaluations as per the Quality Assurance Managers instructions
• Ensure all complaints and breach issues are communicated to management when detected
• Always deliver high quality service
• Meet any required targets and contribute to business and team targets
• Ensure that all compliance rules as per the NFS QA Framework are always adhered to
• Adhere to all company policies as per the employee handbook
• Maintain a sound understanding of associated systems, processes, and procedures
• Promote effective communication within your team, sales agents, and managers
• Initiate initiatives around improving areas of weakness across the floor in relation to phone performance
• Help to ensure consistency in communicating feedback to the sales agents
  
  

Qualifications

Who we are looking for…

• Previous QA experience (an advantage)
• Excellent communication skills (both written and verbal)
• Previous call center experience (Sales or Customer Service)
• Experience within the financial services industry
• Knowledge and understanding of FCA guidelines
• Customer focused
• Keen eye (and ear) for detail
  
  

Additional Information

What’s in it for you?

• No Weekends! 40 hours per week Monday to Friday, 9am - 6pm
• Option of hybrid working (dependent on results and length of service)
• We work hard but we know how to have fun too; we have regular theme days for all to enjoy.
• Fancy a morning brew? We have that covered! Tea, coffee, and milk provided!
• Life Assurance from day 1 so you are protected too
• Employee Assistance Programme to help and support with life stuff!
• We have plenty of local discounts for coffee outlets, restaurants, cinemas and gyms
• Free fruit, Flu Vaccinations, Cycle to work scheme, Eye Test/Glasses Vouchers, looking after your wellbeing!
• Exceptional training – giving you all the tools to succeed throughout your NFS career!
• Pension & 23 days holiday