Quality Assurance Officer

Neilson Financial Services Ltd; Ashford; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

No Weekends!

Hybrid working options

Life Assurance from day 1

Employee Assistance Programme

Discounts for food and leisure

Job summary

Neilson Financial Services Ltd is seeking a QA-focused professional to join the team in Ashford or Hull. You will conduct call evaluations, monitor compliance with QA standards and FCA guidelines, and liaise with management to address any breaches or complaints.

The role emphasizes delivering high-quality service and supporting sales agents. With a starting salary of £27,000 and hybrid working options, you will contribute to a fast-paced environment while maintaining strong attention to detail

Qualifications

• Excellent communication skills, both written and verbal.
• Experience in a call centre environment (Sales or Customer Service) is advantageous.
• Knowledge of FCA guidelines related to financial services is desirable.
• Customer focused with a keen eye for detail.
• Previous QA experience is an advantage.

Responsibilities

• Conduct the required number of call evaluations as per QA Manager's instructions.
• Ensure all complaints and breach issues are communicated to management when detected.
• Always deliver high-quality service.
• Meet targets and contribute to business and team targets.
• Ensure compliance with the NFS QA framework and company policies.
• Maintain understanding of systems, processes and procedures.
• Promote effective communication within the team, sales agents and managers.
• Initiate initiatives to improve areas of weakness on the floor related to phone performance.
• Help ensure consistent feedback to sales agents.

Skills

Excellent communication

Call centre experience

FCA guidelines knowledge

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. 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 USA, Canada, Ireland, and Australia.

Location - Ashford or Hull

Starting salary - £27,000

Hybrid working options - dependent on performance and length of service

If you are passionate about making a difference, you thrive in a fast-paced and entrepreneurial environment, and you want to be a part of a high-performing team, we would love to hear from you!

What you will be doing…

• Conduct the required number of call evaluations as per the Quality Assurance Manager's 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 agent

Who we are looking for…

• Previous QA experience (an advantage)

• Excellent communication skills (both written and verbal)

• Previous call centre 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

What’s in it for you?

• No Weekends! 40 hours per week, Monday to Friday, 9 am - 6 pm

• 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 increasing with tenure

• Weekly, Monthly and 6-month incentives!

If you are passionate about making a difference, you thrive in a fast-paced and entrepreneurial environment, and you want to be a part of a high-performing team, we would love to hear from you!

Accessibility For Job Applicants

We strive to make our job application process accessible to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or selection process, please contact our Human Resources department. Our team will work with you to provide suitable accommodations to ensure your participation.

Equal Opportunity Employer

Neilson Financial Services is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds and abilities. Our commitment to diversity and inclusion is fundamental to our company culture.