QA Team Leader

Posted 33 months ago

Job Role

What you will be doing everyday as Quality Assurance Team Leader…

  • Lead and drive a team of quality assurance agents, to ensure consistency in call evaluating, in line with agreed KPI’S
  • Provided feedback to Line Managers and escalate complaints and breach issues.
  • Assist the Compliance Team with risk management regarding quality assurance framework.
  • Work closely with Learning and Development team to identify trends and training needs.
  • Produce regular performance reports and management information.
  • Ensure the agents adhere to company policies and procedures.
  • Give feedback on Quality Assurance to all levels through the company.
  • Live and breathe our core values, Customer Focused, Results Driven, Team Spirited!

The type of person we are looking for…

  • Passion for quality and driving performance.
  • Keen eye (and ear) for detail
  • Highly compliant and ability to follow policies and procedures.
  • Strong ability to lead and develop a team.
  • Able to meet and exceed KPI’S.
  • Experience within the financial services industry
  • Knowledge and understanding of FCA guidelines.
  • Previous QA experience
  • Excellent communication skills (both written and verbal)
  • Previous call centre experience (Sales or Customer Service)
  • Customer focussed.

Why should you choose Neilson?

  • Excellent base salary
  • Quarterly company award ceremonies
  • Comprehensive training from day 1 along with ongoing support through your Neilson Journey
  • Great team spirit and engaging environment
  • Genuine opportunities to learn and grow.
  • We are a business that truly recognises and rewards our employees and their achievements.


About Us

Company Info

We are a Life insurance provider who offers a wide range of first class Life insurance products via multiple direct brands and corporate partnerships.

We believe in offering our customers straightforward life insurance. We aim to provide a comprehensive range of innovative products and deliver exemplary service levels to our customers and corporate partners, providing a consistently high quality, fully integrated customer experience.

We’ve been awarded Feefo’s top rating, the Trusted Merchant Gold Award, for our outstanding customer service. We’ll give you all the expertise and support so you can be outstanding in whatever you choose to do.