At a Glance
- Tasks: Conduct quality assessments and ensure customer interactions meet high standards.
- Company: Join Hastings Direct, a leading digital insurance provider with a vibrant culture.
- Benefits: Enjoy flexible working, competitive bonuses, and a comprehensive wellbeing package.
- Other info: Be part of a diverse team committed to inclusivity and professional growth.
- Why this job: Make a real impact on customer experiences while growing your career in a supportive environment.
- Qualifications: Experience in quality assurance or similar roles is essential.
The predicted salary is between 38250 - 46750 £ per year.
Conducting quality assessments, checking the Checker reviews and targeted assurance activity across customer interactions and operational work queues (including telephony, written communications, Messenger and digital channels), ensuring delivery to agreed standards and timescales.
Applying the Quality Assurance Framework consistently, using evidence, policy, guidance and customer context to assess complex customer journeys and determine whether the right customer outcomes have been achieved.
Making fair, balanced and evidence-based judgements, considering customer impact, vulnerability, potential harm and adherence to required standards, escalating risks and quality concerns where appropriate.
Supporting calibration, accreditation, appeals and assessment queries, helping to drive consistency in assessment standards, feedback quality and interpretation across channels and customer journeys.
Identifying, documenting and communicating recurring findings, emerging risks and customer outcome concerns, providing clear evidence and practical observations to support quality improvement and operational decision-making.
Maintaining high professional standards by keeping knowledge up to date, managing workload effectively, protecting confidentiality, building trusted relationships and demonstrating objectivity, consistency and accountability in all assessment activity.
Experience in Quality Assurance, auditing, compliance, complaints, customer assessment or other roles requiring objective, evidence-based decision making.
Experience operating within a regulated environment, with a strong understanding of the importance of fairness, consistency and customer outcomes.
Proven ability to review customer interactions and operational activity across telephony, written or digital channels, assessing quality, accuracy, risk and customer impact.
Understanding of quality frameworks, assessment standards and calibration principles, with experience in applying guidance and standards consistently.
Good analytical, organisational and communication skills, with the ability to manage multiple priorities and deliver accurate work to agreed standards and comfortable with providing clear, constructive feedback.
Quality Specialist in Bexhill-on-Sea employer: Hastings Insurance Services Limited
Hastings Insurance Services Limited is an exceptional employer, offering a dynamic work environment in Greater London where innovation meets collaboration. With a strong focus on employee growth, the company provides comprehensive training opportunities and a hybrid working model that promotes work-life balance, alongside competitive salaries and attractive benefits such as healthcare and a bonus scheme. Join us to be part of a forward-thinking team that values your contributions and supports your professional development in the exciting field of data-driven reserving.
Contact Details:
Hastings Insurance Services Limited Recruitment Team
