Insync Insurance, who are a prominent part of the Brown & Brown Group, are looking to recruit a Call Monitoring & Operations Assistant to join their hardworking & friendly team.
This is a fantastic opportunity for an experienced individual to join a rapidly growing business, and make a real difference within the company.
Benefits for this role include the option of hybrid working, with Tuesdays & Wednesdays set office days, as well as free onsite parking.
Duties will include:
- Checking that the work reviewed has met the criteria set out in our internal process guides, scripting, group policy and insurer requirements.
- You will understand the risk that errors & omissions pose to the business and can easily identify when these have occurred, along with deviation to regulatory process.
- You will be able to set out what needs to be done to mitigate risk.
- You can articulate written feedback to colleagues and their managers clearly and thoughtfully, providing positive feedback as well as comments on errors.
- You will be able to discern when issues found are due to gaps in process rather than agent error and report these accordingly
- You will work with Quality & Conduct management to support breach and complaint investigations.
- You will be able to identify errors and omissions and understand the risk these pose to the business.
- You will also be able to take a view on mitigating factors and provide input on outcomes.
- You will undertake spot checks that focus in on a particular area, subject or pattern, providing feedback to the agents and their managers through auditing software.
Previous experience within a quality checking role is preferred, although candidates with a strong contact centre background will also be considered.
For more information please apply online or contact Dan Hurley.