Quality Assurance Assistant

About us

We are Think Insurance, an Insurance Broker based in the West Midlands, with over 30 years’ industry experience. Over the last few years we have become one of the fastest growing insurance brokers in the UK, offering competitive premiums and award-winning customer service. We are specialists in Personal Lines, Motor Trade and Commercial Insurance - by focussing on a number of carefully selected products our dedicated teams have developed the expertise to support both new and existing customers alike, from the start of the quote process and throughout the lifetime of their policies with us. We work closely with our panel of insurers to make sure that our customers always get our best possible price, and the right policy to meet their needs, no matter what product they’re after.

Our work environment includes:

• Growth opportunities
• Hybrid Working / Work-from-home days
• On-the-job training
• Easy Access to the site via Public Transport
• Regular social events

Quality Assurance Assistant

Due to growth, we are currently looking to appoint a Quality Assurance Assistant. The role involves the auditing of incoming & outgoing calls by working to a framework designed to ensure the quality and professionalism of our staff, ensuring they are compliant within their roles, and delivering the level of service expected of them.

The successful candidate will be required to monitor and evaluate calls handled throughout the office. You will also be responsible for analysing data and presenting these results to the management team and staff on a regular basis.

Additional work will involve assisting the Compliance department with customer complaints and Subject Access Request data.

The ideal candidate would be analytical, an excellent communicator, data driven and computer literate. Confidence and strong interpersonal skills are essential, to help deliver constructive feedback to others, to drive improvements.

Previous experience in the insurance industry is beneficial, as is Quality Assurance experience, but we will also consider applicants with a strong data management background.

Responsibilities:

• Listening & reviewing calls.
• Grading calls using a marking matrix.
• Identifying areas of improvement from the calls audited.
• Providing feedback to management to encourage positive change.
• Analysing data to identify trends in compliance performance.

Job Types: Full-time, Permanent

Salary: £22,000.00-£25,000.00 per year

Benefits:

• Company events
• Company pension
• Free parking
• On-site parking
• Work from home

Schedule:

• Monday to Friday
• No weekends

Supplemental pay types:

• Bonus scheme
• Performance bonus

Ability to commute/relocate:

• WALSALL: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in WALSALL

Application deadline: 26/02/2023
Expected start date: 20/03/2023