Quality Assurance Officer (SO2)

Key Responsibilities:

1. Communication Monitoring: Systematically review and assess the quality of inbound and outbound calls, SMS, emails, and other customer interactions to ensure consistency and adherence to Q Report's quality standards and compliance requirements.
2. Compliance Assurance: Verify that all communications comply with relevant laws, regulations, and company policies, particularly those related to compliance requirements, data protection, privacy, and customer service excellence.
3. Performance Analysis: Analyse communication data to identify trends, areas for improvement, and training needs, contributing to the overall enhancement of customer service quality.
4. Feedback and Reporting: Provide constructive feedback to respective team leaders / managers based on the quality assessments of their staff, fostering a culture of continuous improvement and professional development.
5. Quality Standards Development: Collaborate with the compliance and customer service teams to develop and update quality standards and best practices for customer communications.
6. Audit Support: Support internal and external audit processes by providing evidence of communication quality and compliance, facilitating a transparent and cooperative audit environment.

Skills, Qualifications & Experience:

• Experience in a quality assurance role, preferably within the insurance or financial services industry.
• Strong understanding of customer service principles and best practices, with a keen eye for detail and a commitment to excellence.
• Familiarity with regulatory requirements and standards relevant to the insurance industry, particularly in communication and data protection.
• Effective communication and interpersonal skills, capable of providing feedback in a constructive manner and working collaboratively across teams.
• Proficiency in using quality assurance tools and software, as well as MS Office applications.
• A commitment to ethical principles, with a high level of integrity and professionalism.