Job Description
What you will be doing…
* 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
* Always deliver high quality service
* Meet any required targets and contribute to business and team targets
* Ensure that all compliance rules as per the NFS QA Framework are always adhered to
* 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
Qualifications
Who we are looking for…
* Previous QA experience (an advantage)
* Excellent communication skills (both written and verbal)
* Previous call center experience (Sales or Customer Service)
* Experience within the financial services industry
* Knowledge and understanding of FCA guidelines
* Customer focused
* Keen eye (and ear) for detail
Additional Information
What’s in it for you?
* No Weekends! 40 hours per week Monday to Friday, 9am - 6pm
* Option of hybrid working (dependent on results and length of service)
* We work hard but we know how to have fun too; we have regular theme days for all to enjoy.
* Fancy a morning brew? We have that covered! Tea, coffee, and milk provided!
* Life Assurance from day 1 so you are protected too
* Employee Assistance Programme to help and support with life stuff!
* We have plenty of local discounts for coffee outlets, restaurants, cinemas and gyms
* Free fruit, Flu Vaccinations, Cycle to work scheme, Eye Test/Glasses Vouchers, looking after your wellbeing!
* Exceptional training – giving you all the tools to succeed throughout your NFS career!
* Pension & 23 days holiday
* Good central location - just 10 minutes away from Hull Station - Can also be based in Ashford!
INDHP