The Role:You will be required to conduct call evaluations on current employees in sales and customer service on a daily basis. The position requires a high standard of both verbal and written communication and high level of understanding around products / procedures and sales to provide constructive feedback.
Duties & Responsibilities:
*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
*Deliver high quality service at all times
*Meet any required targets and contribute to business and team targets
*Ensure that all compliance rules as per the NFS QA Framework are adhered to at all times
*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
*Previous QA experience
*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
*Keen eye (and ear) for detail
*£20,000 to £25,000 basic salary
*Mon-Fri, Shifts between 9am-7pm
*20 days annual leave plus bank holidays
*Ongoing training and development
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.