Call Quality Analyst
Job Title: Call Quality Analyst - Life Insurance
Location: 112- 114 High Street, Rickmansworth, WD3 1AQ – Can remote work once you have an understanding of the role
Job Type: Part-Time
Reports To: Quality Assurance Manager / Training Manager
Job Overview
We are looking for a detail-oriented and analytical Call Quality Analyst to join our team in the life insurance sector. This role involves listening to recorded and live calls, assessing the quality of customer interactions, and providing constructive feedback to trainers and compliance teams. The Call Quality Analyst will play a critical role in ensuring high standards of customer service, adherence to compliance regulations, and overall excellence in our life insurance operations.
Key Responsibilities
* Call Monitoring and Assessment: Listen to recorded and live calls to evaluate customer interactions, ensuring accuracy, empathy, and professionalism in alignment with company standards and compliance requirements.
* Feedback and Reporting: Provide structured, objective feedback to trainers and agents, highlighting areas for improvement in call handling, product knowledge, and compliance adherence.
* Compliance Monitoring: Ensure all customer interactions adhere to regulatory guidelines and company policies. Document and escalate any compliance issues or red flags identified during call reviews.
* Scoring and Documentation: Use established call quality scorecards to objectively assess calls and document results. Maintain detailed records of assessments, scores, and feedback provided.
* Collaboration with Training Team: Work closely with trainers to provide insights into recurring issues and trends, contributing to the development of targeted training sessions and resources.
* Trend Analysis: Identify patterns in call handling, common customer issues, and compliance concerns, providing recommendations to management on improving overall call quality and customer experience.
* Continuous Improvement: Stay updated on industry best practices, life insurance products, and compliance regulations to ensure assessments are aligned with current standards.
* Weekly/Monthly Reporting: Prepare and present summary reports on call quality metrics, trends, and areas of improvement to the Quality Assurance Manager and other stakeholders.
Key Qualifications
* Experience: Previous experience in call monitoring, quality assurance, or customer service within the financial services or life insurance industry is preferred.
* Knowledge of Life Insurance: Understanding of life insurance products, industry regulations, and compliance requirements is essential.
* Skills:
* Strong attention to detail and analytical skills.
* Excellent listening skills with the ability to provide clear, constructive feedback.
* Proficient in using call monitoring software, CRM systems, and Microsoft Office Suite.
* Strong written and verbal communication skills.
Preferred Qualifications
* Quality assurance certifications or training in call quality monitoring.
* Familiarity with FCA regulations and other relevant compliance standards in the life insurance sector.
* Experience working in a call center environment within financial services or insurance.
Pay: £25,000.00-£30,000.00 per year
Expected hours: No less than 16 per week
Additional pay:
* Performance bonus
Benefits:
* Company pension
* Free parking
Schedule:
* Flexitime
Experience:
* Quality assurance: 1 year (required)
* Microsoft Office: 1 year (required)
* Analysis skills: 1 year (required)
Work Location: In person
Reference ID: Call Quality Analyst
Expected start date: 02/01/2025
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