Quality Auditor (Travel & Warranty Ops)
To continuously monitor and measure the quality of co-ordinator calls and files, providing feedback, and coaching where required. To mitigate both volume and content of complaints through the effective identification of issues impacting the quality of the customer experience. To ensure the customer is at all times centric to the business, and that the highest standards of customer service are maintained.
This position is based on a 35 hour week.
Salary- £23,000 plus £1k annual bonus
Duties- Call Monitoring and File Reviews
Ensure calls are monitored and files are reviewed to highlight issues in order to improve the delivery of consistent levels of Quality service across all operational teams
Be responsible for retrospective/remote weekly call and file auditing.
Conduct `end-to-end` file assessments to ensure we are focused on the entire customer journey.
Conduct feedback meetings with the individual members of the Co-ordinator team in liaison with the relevant Team Manager.
Liaise with Team Managers in providing appropriate bespoke co-ordinator coaching on call handling/ file quality.
Utilise the appropriate resource to ensure individuals receive the relevant training or additional assistance to meet the business need.
Provide QA data upon request.
Ensure that all information, relevant to the call/department is effectively communicated to the team.
Communicate any problems, developments or changes to the Operations Management Team.
Collate relevant data for on-going BAU training needs at departmental level.
Ensure all information (paper or electronic) for coordinator use is fit for purpose/up to date and signed off by operational managers.
Facilitate a Customer Centric, Quality Driven Culture
To highlight and manage positive and negative performance issues at both individual Co-ordinator and team level. To liaise with the Operational Management Team to:
Identify generic performance issues and offer appropriate support.
Identify gaps in performance related to specific client needs and ensure information is shared with appropriate parties.
Experience in the Travel Insurance/Motor Warranty Industry
Well-presented and in-line with working within a corporate environment
Proactive and challenging
Attention to detail and desire to provide excellent customer service
Flexible and adaptable to changing situations
Able to work under pressure to meet deadlines
Appraisal of customer service calls preferably via some form of auditing
Facilitating business change
Intermediate knowledge of Excel
Ability to interpret and analyse data and identify trends
Ability to describe and understand the difference between good and outstanding customer service
Proven experience of working to and exceeding results driven deadlines
Proven ability to deal effectively with complaint investigation and providing positive solutions
Experience in the Insurance/Assistance or related industry
Certificate /diploma in customer service or related area
A period of sustained experience within a people management role
Conceptual knowledge of TCF