- Completing "end-to-end" outcome testing across a number of key customer journeys, products and business areas
- Determine customer outcomes articulating the findings in a clear and concise manner
- Providing valuable and actionable feedback and insights to the relevant business areas
- Supporting implementation of business improvements through active business partnerships to improve customer outcomes
- Contributing to calibration sessions both within the Quality Assurance team and also within the wider operational areas to ensure consistency and accuracy.
- Identifying any remedial actions, ensuring that the appropriate activity is undertaken to rectify, record and report
- Contributing to and adhering to best practice standards, processes an the Quality framework
- Managing own workload to ensure appropriate samples are met weekly and monthly
- A strong background in either a Quality Assurance, Customer Outcome Testing or a customer facing Insurance / Broking role
- Passionate about and able to evidence delivery of good customer outcomes
- Knowledge and experience of regulatory requirements, in particular Consumer Duty, DISP,IDD, Vulnerable Customers and GDPR
- Good knowledge of the principles and application of a Quality Assurance Framework
- A diligent and conscientious approach to tasks and priorities
- Exceptional written and verbal communication
- Strong organisation and time management skills
- Problem solving and decision making skills
- Ability to exercise sound judgement when determining customer outcomes, taking into account the individual characteristics of each case
- Ability to identify and communicate areas of improvement in an actionable way
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Quality Assurance Analyst - York, United Kingdom - Hiscox
Description
Job Type:
Fixed Term Build a brilliant future with Hiscox
Please note, this role is for a 12 month Fixed Term Contract.
The role
Reporting to the Quality Assurance Manager, and as part of the wider Governance & Control Team, you will be responsible for conducting end to end customer outcome testing across a number of key journeys and business areas.
The role will provide actionable insights to the business which we will collectively implement to drive improved customer outcomes.
This role will suit diligent, self-motivated individuals with an enthusiasm for customer excellence.
Responsibilities include:
Skills and experience:
Diversity and Hybrid working
At Hiscox we care about our people. We hire the best people for the job and we're committed to diversity and creating a truly inclusive culture, which we believe drives success.
We have also learned over the past few years that working life doesn't always have to be in the office, and now it is safe to do so we have introduced hybrid working to encourage a healthy work life balance.
We anticipate the successful candidate for this role will be in the office up to 2 days per week in our York office..
This hybrid working model is set by the team rather than the business to enable you to manage your own personal work-life balance. We see it as the best of both worlds; structure and sociability on one hand, and independence and flexibility on the other.
Work with amazing people and be part of a unique culture
