Quality Assurance Officer

Neilson Financial Services; Ashford; Hybrid; GBP 23,000 - 28,000; Full time

Job summary

A financial services company in Ashford is seeking individuals for a Quality Assurance role. The position involves conducting evaluations, ensuring high-quality service, and maintaining compliance. Ideal candidates must possess excellent communication and detail-oriented skills. This full-time role offers a Monday to Friday schedule with no weekend work and an option for hybrid working models.

Benefits

No Weekends!

Life Assurance from day 1

Employee Assistance Programme

Pension & 23 days holiday

Free fruit, Flu Vaccinations

Cycle to work scheme

Exceptional training

Qualifications

• Excellent communication skills (both written and verbal) are essential.
• Keen eye and ear for detail.
• Previous experience in QA is advantageous.

Responsibilities

• Conduct call evaluations as per management instructions.
• Ensure complaints and issues are communicated to management.
• Deliver high quality service consistently.

Skills

Excellent communication skills (both written and verbal)

Customer focused

Attention to detail

Previous QA experience

Knowledge of FCA guidelines

Previous call center experience

Job description

Overview

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.

Start date - 13th of October 2025

Location - Connect 38, Ashford

Salary - £27,500

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 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 agent

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

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

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.