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ActiveQuote Global Reach, Dunleavy Drive Cardiff South Wales CF11 0SN 0800 862 0373

Call Quality Analyst

Company Outline

We have an exciting opportunity for a Call Quality Analyst to join our Quality Assurance team in Cardiff Bay. ActiveQuote provides Life, Health and Income Protection insurance advice to customers via a wide range of insurers, including Aviva, AXA, Bupa, Vitality, AIG, L&G to name but a few.


We operate some of the UK's leading price comparison sites for Health Insurance, Income Protection and Life Insurance with significant innovations and USPs through our world-leading software. We power some of the UK's leading household comparison sites including MoneySuperMarket, GoCompare, Money.co.uk and uSwitch.


Job Scope

As an ActiveQuote Quality Assurance Analyst, you will form part of the ActiveQuote Compliance function and play an integral part in assessing ActiveQuote conformity to regulatory and business requirements and identifying opportunities for improvement that will assist the business divisions to achieve their strategic, financial and operational objectives whilst providing guidance on the delivery of the desired customer outcomes and maintaining compliance with regulations.

 

Responsibilities and Duties

  • Protect customers and work to ensure that there are no processes, procedures and barriers in place that encroach on this
  • To ensure that all sales related activity is of a standard that complies with regulatory requirements and mitigates any risk to customers with the overarching aim to ensure that there is no customer detriment
  • Ensure ActiveQuote’s policy and procedural guidelines are adhered to
  • Ensure that the customer is the key consideration for ActiveQuote’s activities
  • Aid in the identification of training needs and the development of employees
  • Produce Management Information (MI) regarding employee performance that can used for
  • Performance Management purposes and identify areas that require improvement by reviewing trend analysis and completing periodic root cause analysis making suggestion methods to improve quality, compliance and controls
  • Contribute to, and follow at all times, the firm’s policy on Treating Customers Fairly
  • To constantly display and encourage ActiveQuote company values of INTEGRITY, UNITY, INNOVATION and PASSION

Skills & Experience

Essential

  • Excellent communication skills. You will need to demonstrate verbal and written techniques
  • A proven track record in working efficiently and autonomously, with attention to detail and with adherence
    to process
  • Self-motivated individual
  • Desire to take ownership of issues and resolve
  • Demonstrates reliability, honesty and trustworthiness
  • Team player, adapting to the team ethos, always showing team spirit
  • Excellent time management skills, able to plan your duties within your day

Desirable

  • A background in working within the financial services or regulated environment
  • Knowledge of the FCA and FOS regulatory guidelines
  • Good IT skills, including Microsoft Word, Excel and Outlook

What We’re Offering

  • A competitive salary - starting from £19,000
  • 30 days holiday per year (inclusive of bank holidays)
  • Full ongoing training will be provided
  • Good location with excellent transport links
  • A hardworking but fun and lively atmosphere with opportunities to develop within the business

Benefits and Perks

  • Hybrid working
  • Bupa Health Insurance – full cover
  • Income Protection cover
  • Pension Plan
  • Extra day off for your birthday
  • Enhanced maternity and paternity package
  • Opportunities for career development
  • Employee recognition scheme

Apply now

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