About The Role
Team –
Direct Sales Quality - Health
Working Pattern -
Hybrid – 2 days per week in the Vitality Stockport Office. Full time, 35 hours per week.
Top 3 skills needed for this role:
- Verbal and written communications skills
- Confidence dealing with senior stakeholders
- Ability to pick things up quickly
What this role is all about:
You will support the Direct Sales Quality Manager - Health and the Senior Direct Sales Quality Analyst in ensuring that all Direct Distribution Channels activities are carried out in accordance with the relevant regulatory legislation and framework, as laid out in the Training and Competency Schemes. You will complete reviews / call listening for D2C Health, VA Telephony, Business Telemarketing Lead Generation (BTLG) and One Vitality Lead Generation (OVLG) agents. Ensuring that all standards are within the regulatory and internal standards and best practice. You will also provide feedback to Managers for their agents.
Key Actions
- Undertake a range of quality assessments including call monitoring and scoring. Giving relevant feedback to Sales Team Managers (TM's) and Departmental Heads on a regular basis
- Highlight and report any ongoing or ad hoc compliance and competence issues to TM's including regulatory breaches and lost business opportunities, to ensure sales activity remains compliant
- Conduct regular call calibration sessions with each sales area to ensure that quality and compliance are scored accurately and consistently throughout
- Support in the creation and roll out of new processes
- Achieve monthly targets for call monitoring and quality assurance driven by set measurements contained in the Training and Competence Schemes for each business area
- Ensure prompt escalation of significant compliance issues to the appropriate manager
- Attend New Starter induction and training sessions to ensure they are fully equipped to be able to deliver compliant customer interactions at all times
- Contribute to the development of procedures by identifying areas of weakness and making suggestions for improvement
- Support regular reviews of the sales areas, key business processes and activities to ensure adherence to and effective implementation of policies, procedures and regulations
- Conduct spot checks on failed calls to ensure that feedback has been provided and any remedial action has been implemented in a timely manner, ensuring the Sales Agent can continuously improve
- Assist in the adherence of the Training and Competence schemes ensuring that all guidelines and processes are followed
Essential Skills needed to fulfil this role:
- PC literate (Excel and Word to a high standard)
- Excellent verbal and written communication skills
- Experience in a role requiring high attention to detail
- Excellent planning and organisational skills.
- Excellent communication, coaching and feedback skills.
- Strong team player who works with team members to deliver on objectives.
- An ability to work across teams to achieve objectives, and confidence in dealing with people at all levels in the organisation
- Enthusiastic and motivated, with a strong work ethic along with ownership for all deliverables
So, what's in it for you?
- Bonus Schemes – A bonus that regularly rewards you for your performance
- A pension of up to 12%– We will match your contributions up to 6% of your salary
- Our award-winning Vitality health insurance – With its own set of rewards and benefits
- Life Assurance – Four times annual salary
These are just some of the many perks that we offer! To view the extensive range of benefits we offer, please visit our careers page.
Fantastic Benefits. Exciting rewards. Great career opportunities!
If you are successful in your application and join us at Vitality, this is our promise to you, w
e will:
- Help you to be the healthiest you've ever been.
- Create an environment that embraces you as you are and enables you to be your best self.
- Give you flexibility on how, where and when you work.
- Help you advance your career by playing you to your strengths.
- Give you a voice to help our business grow and make Vitality a great place to be.
- Give you the space to try, fail and learn.
- Provide a healthy balance of challenge and support.
- Recognise and reward you with a competitive salary and amazing benefits.
- Be there for you when you need us.
- Provide opportunities for you to be a force for good in society.
We commit to all these things because we want you to feel that you belong, and are supported to be happy and healthy.
About The Company
Vitality is a multi-award-winning UK insurance brand, here to make the world a healthier, happier place.
We've been a purpose and values-driven business from day 1- long before it became fashionable. Our core purpose is to make people healthier and enhance protect their lives.
Ready to find out if we're the right fit for you? We can't wait.
Diversity & Inclusion
We're committed to diversity and inclusion because it's good for our employees, for our business, and for society. To learn more please visit our Careers page.
Vitality's approach to sustainability
If we are fortunate in receiving a high volume of quality applications we may need to close this vacancy early. If you are interested, please submit your application as soon as possible.