Job Description
About Hiscox UK and Ireland
Hiscox UK & Ireland is a leading brand in the insurance market, recognised as setting the standards others try to emulate. We consistently deliver strong growth and exceptional returns, recruiting only the very best and empowering them to deliver. We are known for insuring the homes of the rich and famous through to the most innovative technology companies. Our customers are diverse and unique and are only united by our ability to provide specialist insurance tailored to their needs.
The role
Reporting into the QA Team Leader and ultimately the Head of Conduct, the Quality Assurance team is part of the first line of defence to make sure we do the right thing for our customers, in an appropriately governed, controlled and documented manner.
As QA Analyst your role is to monitor the communications with our Direct customers, to ensure that our high standards are consistently applied and ensure that any training or development needs are identified and feedback to the business.
The role will suit self-motivated individuals who are committed to ensuring we achieve our existing high standards of excellent customer service.
What you'll be doing:
- Carry out monitoring of call/correspondence against our regulatory / quality framework
- Assist the QA team leader in providing constructive feedback to Centre Managers / Team Managers on issues, themes and trends
- Provide root cause analysis to drive improvements, reduce risk and complaints and drive consistency across the operation
- Help shape best practice guidelines and training for the Customer Experience Centre teams
- Ensure all activity is clearly and concisely documented and recorded in the correct systems
- Support the production and quality of MI
- Escalate serious breaches immediately and ensure ownership and corrective action is in place
- Plan and prioritise daily, weekly, monthly workload to ensure the QA quota targets are achieved
Our must-haves:
- Passionate about exceptional customer service
- A solid understanding of our products and processes
- A diligent and conscientious approach to tasks and priorities
- A sound understanding of regulatory expectations and operational risk
- Exceptional written and verbal communication
- Strong organisation and time management skills
- Resilient
Our nice to haves:
- Previous experience of call monitoring
Diversity and flexible working at Hiscox
At Hiscox we care about our people. We hire the best people for the job and we're committed to diversity and creating a truly inclusive culture, which we believe drives success.
We have learned over recent times that working life doesn't always have to in the office, and so, we will be introducing a hybrid way of working to encourage a healthy work life balance. We see it as the best of both worlds: structure and sociability on one hand, and independence and flexibility on the other.
The expectation for this role is the successful candidate will be in the office 2 days per week.
We also understand that working life doesn't always have to be 'nine to five' and we support flexible working wherever we can. No promises, but please chat to our resourcing team about the flexibility we could offer for this role.
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