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- Tasks: Evaluate calls, communicate issues, and ensure high-quality service.
- Company: Join a dynamic team in the financial services industry focused on quality assurance.
- Benefits: Enjoy a competitive salary, no weekends, and perks like free coffee and local discounts.
- Why this job: Be part of a fun culture with regular theme days and exceptional training for your career growth.
- Qualifications: Previous QA or call center experience is a plus; strong communication skills are essential.
- Other info: Work Monday to Friday, 9am - 6pm, with a central location near Ashford International Station.
The predicted salary is between 15000 - 35000 £ per year.
At Neilson, we’re dedicated to helping families secure financial protection for their loved ones with a range of life insurance options.
Neilson is a leading provider of innovative, simple and great-value direct life insurance products. You may have come across some of our brands such as British Seniors and Smart Insurance.
We have evolved from our origins in the UK, where the business was launched in 2012, to become an award-winning international operation and leader in the global life insurance market. Today, we have offices in the UK, USA, Canada, Ireland, and Australia.
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?
- A competitive salary of £25,000
- 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 5 minutes away from Ashford International Station
INDHP
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Quality Assurance Officer employer: Neilson Financial Services
Contact Detail:
Neilson Financial Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality Assurance Officer
✨Tip Number 1
Familiarize yourself with the FCA guidelines and the NFS QA Framework. Understanding these regulations will not only help you in your role but also show us that you're serious about compliance and quality assurance.
✨Tip Number 2
Brush up on your communication skills, both written and verbal. Since effective communication is key in this role, practice articulating feedback clearly and constructively, as this will be crucial when working with sales agents and management.
✨Tip Number 3
Highlight any previous experience in call centers, especially in sales or customer service. If you have a background in financial services, make sure to emphasize that as well, as it aligns perfectly with what we're looking for.
✨Tip Number 4
Show us your attention to detail! Whether it's through examples from past roles or during the interview, demonstrate how you've successfully identified areas for improvement and implemented changes in previous positions.
We think you need these skills to ace Quality Assurance Officer
Some tips for your application 🫡
Understand the Role: Make sure you fully understand the responsibilities of a Quality Assurance Officer. Highlight your relevant experience in call evaluations, compliance, and communication skills in your application.
Tailor Your CV: Customize your CV to reflect your previous QA and call center experience. Emphasize your attention to detail and customer-focused approach, as these are crucial for the role.
Craft a Strong Cover Letter: Write a compelling cover letter that showcases your understanding of FCA guidelines and your ability to promote effective communication within teams. Mention any initiatives you've taken in previous roles to improve performance.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is essential for a Quality Assurance Officer.
How to prepare for a job interview at Neilson Financial Services
✨Showcase Your QA Experience
If you have previous experience in Quality Assurance, make sure to highlight it during the interview. Discuss specific examples of how you've conducted call evaluations and communicated feedback effectively.
✨Demonstrate Communication Skills
Since excellent communication is key for this role, prepare to showcase both your written and verbal skills. You might be asked to provide examples of how you've promoted effective communication within a team or handled customer complaints.
✨Understand Compliance and Guidelines
Familiarize yourself with FCA guidelines and the NFS QA Framework. Be ready to discuss how you ensure compliance in your work and how you would handle any breaches or complaints.
✨Emphasize Customer Focus
This role requires a strong customer focus. Prepare to share examples of how you've prioritized customer satisfaction in previous roles, especially in a call center environment.
