Quality Assurance Lead - Manchester, United Kingdom - Patient Claim Line

Patient Claim Line

Verified Company

Manchester, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

The Role

Responsibilities

To complete accurate call assessments ensuring a consistent and fair approach to the scoring is made.
To work closely with the Blume Quality Assurance Manager to streamline QA processes across the brands.
Helping feed into and maintaining the quality levels against the internal service quality framework.
Collating and reporting quality feedback given from lawyers and panel firms.
Creation of weekly and monthly reports for the Contact Centre Manager and the Compliance Manager and Learning and Development Manager to outline / manage patterns, risks, and trends.
Conduct calibration sessions with the contact centre team leaders to ensure that assessments are aligned.
Conduct compliance spot checks and advise on themes and trends.
Responsible for implementation of ongoing enhancement in compliance procedures, whilst ensuring its alignment with business objectives.
Manning the quality feedback folder and proactively following up on reported issues; acting where needed and communicating back to stake holders.

About You

The Benefits

Salary of £25,000 per annum plus bonus
37.5 hours Monday Friday (with the potential of working weekends depending on business needs)
23 days' holiday + bank holidays
Company pension scheme and PMI
Perk box membership
Easily accessible city centre offices
Opportunity for personal and professional growth in an expanding and successful PEbacked and FCA approved business
Regular work social events

Job Types:
Full-time, Permanent

Salary:
£25,000.00 per year

Benefits:

Schedule:

Supplemental pay types:

Ability to commute/relocate:

Greater Manchester:
reliably commute or plan to relocate before starting work (required)

Education:

Experience:

Willingness to travel:

Work Location:
In person

Customer Service Advisor