Quality Assurance Advisor

Job Title: Quality Assurance Advisor

Location: Rotherham

Salary: £23,000 - £26,000 per year (depending on experience)

Working Hours: Hybrid after probation

• Annual Performance Reviews - helping you progress and grow with the company.
• 25 Days Annual Leave (increasing to 27 days with length of service) + Bank Holidays.
• Hybrid Working - available after probation.
• Regular Staff Incentives and Rewards - enjoy exciting incentives throughout the year.
• Attendance Bonus - recognising your commitment and reliability.
• Dress Down Friday - feel comfortable at work.
• Health and Wellbeing Programme - supporting your mental and physical wellbeing.
• Secure, Free Onsite Parking - available at our Rotherham Office.

My client are a leading Claims Management Organisation, offering 24-hour First Notification of Loss (FNOL) and Claims Assistance to Insurance Brokers and Insurers across the UK. With years of expertise in motor claims, they bring a fresh approach to ensure the best customer journey in the event of a claim. Specialising in credit hire, credit repair, and innovative mobility solutions, we operate an extensive repair network and hire provisions, offering a bespoke service every time.

At the heart of our success is a commitment to a strong, supportive culture. We value the opinions of all our employees and encourage progression within the company as we continue to grow. If you're looking for an opportunity to make an impact and deliver exceptional service, we want to hear from you!

As a Quality Assurance Advisor, you'll play a vital role in ensuring the accuracy, reliability, and compliance of our services, while maintaining our commitment to delivering excellent customer outcomes. You'll work closely with our Team Leaders to develop and implement quality control measures, monitor customer journeys, and ensure all policies, procedures, and regulations (including Consumer Duty and Treating Customers Fairly) are followed.

This role provides a great balance of structured tasks and the opportunity to introduce innovative solutions, driving improvement within the team and the company's processes.

• Plan, develop, and execute a complete QA plan.
• Monitor communication and customer journeys to ensure adherence to policies, procedures, and FCA regulations.
• Assist in creating and developing monitoring forms.
• Record results for individuals and teams.
• Prepare monthly reports to present findings from reviews to managers.
• Identify opportunities for process improvements based on quality checks.
• Recognise potential training needs and assist with development planning.
• Ensure compliance with Treating Customers Fairly (TCF) and Consumer Duty regulations.
• Conduct ad-hoc tasks as required by management.
• Provide feedback and coaching sessions following completed audits.
• Assist in the continual monitoring, auditing, and reviewing of internal processes.

• Strong understanding of regulatory, business detriment, and quality expectations.
• Excellent people and communication skills.
• Ability to conduct effective coaching sessions.
• Exceptional organisational and time management skills.
• In-depth knowledge of claims processes.
• A proactive, self-motivated attitude with a commitment to improving customer experience.

If you are looking for an exciting challenge where your expertise and contributions will be valued, apply today!