Quality Assurance Executive

Overview

We’re Radius Telematics. The Operations department is seeking a skilled and customer-focused Quality Assurance Executive in the field of Telematics. You will play a vital role in delivering an excellent customer journey through robust audit checks. The output required is to be of a high standard and accuracy level, as the data provided will be used to improve agent performance across the division and ultimately enhance our customer experience.

Location: Crewe office. Working hours: Monday – Friday 8:30am – 5:00pm.

Responsibilities

• Perform quality assurance audits in line with the Teleprotect framework across various workstreams including telephony, live chat, emails and cases
• Provide accurate scoring and detailed feedback for all audits completed
• Ensure service level standards are met by proactively managing your workload and output
• Achievement of department KPI targets for quality, accuracy and productivity
• Engage with key stakeholders where required in a professional manner
• Maintain an in-depth knowledge of Telematics systems and processes to ensure accurate scoring
• Host introduction sessions with new colleagues on the quality assurance process and scorecards
• Continuously develop your knowledge across the division to ensure a high level of contingency cover
• Provide regular and detailed reporting to key stakeholders on performance results
• Escalate critical issues to the appropriate departments and follow up to ensure timely resolution
• Stay up to date with industry trends, telematics advancements, and product updates to provide accurate and relevant information when completing audits
• Identify opportunities for employee coaching, process improvement and contribute to the enhancement of the customer experience

Qualifications

• Proven experience in a quality assurance role
• FCA experience would be beneficial but not essential
• Strong communication skills
• Proficiency in working across multiple platforms such as telephony systems, Microsoft suite and internal platforms
• Excellent problem-solving skills, with the ability to think analytically and provide effective solutions
• Outstanding interpersonal skills, with the ability to build rapport and establish positive relationships
• Detail-oriented mindset, with strong organisational and multitasking abilities
• Flexibility to work in a fast-paced environment and adapt to changing priorities
• A team player with a can-do attitude
• Strong attention to detail and consistent accuracy
• Good standard of literacy in written English

Benefits

• 25 days holiday + bank holidays
• Annual salary review
• Pension plan
• Life assurance
• Employee fuel card scheme
• Electric Vehicle salary sacrifice scheme
• Employee assistance programme
• 24 hour wellness and healthcare assistance via Help@Hand by Unum
• Time off for fertility treatment and in the event of pregnancy loss
• Cycle to work scheme

Radius is an equal opportunities employer. We are committed to welcoming people regardless of age, disability, gender identity, race, faith or belief, sexual orientation or socioeconomic background. We are committed to an inclusive and accessible recruitment process; please let us know if you require any adjustments or accommodations at any stage of the process.

We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities.

Note to Recruitment Agencies: We do not accept speculative recruitment agency CVs or profiles. PSL agencies should only send CVs via our Applicant Tracking System, when approved to do so by the Radius Talent Team.