Call Center Quality Assurance

 

🚀 We’re on a mission to make: The most successful insurance disruptor people want to stay with for life 

Are you ready to transform the insurance industry with innovative technology? At Policy Expert, we are on a mission to revolutionize Home, Pet, and Motor insurance, making it clear, fair, and great value for customers. Since our inception in 2011, our breakthrough thinking and proprietary tech have won us approx 1.5 million customers and the title of the UK’s No.1-rated home insurance provider for 9 years. 🏆   

 

The role and what you will be doing:

The focus for this role is to complete the required independent audits of customer contact between our policyholders and Policy Expert and test the customers’ journey to ensure good outcomes through all channels of communication.  The purpose of our role is to ensure we provide the best possible journey and fair outcomes for our policyholders.

Key Responsibilities:

Auditing Customer Interactions

• Complete independent audits for all agents within set deadlines, following the QA framework and conduct risk guidelines.
• Assess customer interactions to ensure compliance with regulatory standards, internal policies, and customer experience best practices.
• Identify areas for improvement in customer service and provide actionable feedback.

Ensuring Accuracy and Consistency

• Maintain accuracy, consistency, and high-quality standards in all audits.
• Regularly calibrate with team members to ensure audit alignment and accuracy.

Data Management & Reporting

• Keep detailed records of audit findings and support reporting processes using Excel and Zendesk.

 Continuous Learning & Compliance

• Stay up to date with company products, policies, and industry regulations to ensure compliance and relevance in auditing.

At Policy Expert, we work in a fast-paced but supportive environment that allows people to think for themselves and to roll their sleeves up! We are passionate about doing the right thing for our people and our policyholders, so if you are keen to work with a fast-growing, ambitious, dynamic business then we might be just the right fit for you.

Key Skills and Experience

The core attributes we would value in this role are:

• Learning and understanding what fair outcomes are for our policyholders
• Excellent communication skills
• Accuracy and attention to detail
• Good organisation skills
• Empathy and patience towards customer needs
• Positive, self-motivated and able to work on own initiative
• Ability to work in a busy team environment

In addition, be great if you had:

• Previous call monitoring/audit experience
• Motor or other insurance knowledge
• Formal industry qualifications (CII, FIT etc)
• "Experience with or a strong understanding of the claims journey is preferred.

 

What We Stand for and Next Steps :We pride ourselves on being an equal opportunity employer. We treat all applications equally and recruit based solely on an individual’s skills, knowledge, and experience. The quality and growing diversity of our team is a testament to this commitment.

At Policy Expert, we are committed to fostering an inclusive and supportive environment for all candidates. If you require any reasonable adjustments during the interview process to accommodate your needs, please do not hesitate to let us know. We are dedicated to ensuring every candidate has an equal opportunity to succeed and will work with you to provide the necessary support. 

Useful links:

Glassdoor | Trust Pilot