Customer Service Quality Assurance Assistant, Go.Compare

Full Job Description

Are you passionate about ensuring customers receive an excellent service? Do you have a knack for spotting the little things that make a big difference? We're on the lookout for a Customer Service Quality Assurance Assistant to join our team.

What you’ll be doing…

As a Quality Assurance Assistant, you will ensure excellent service is provided to customers by monitoring the work of the team to ensure they adhere to company, FCA and other regulatory processes and procedures. You will also help with coaching existing team members to improve their performance and ensure knowledge is maintained.

1. Monitoring Interactions: You will listen to or review customer service interactions, including phone calls, emails and reviews websites.
2. Providing Feedback: QA agents offer constructive feedback to customer service representatives based on their evaluations. This feedback aims to highlight areas of strength and areas that need improvement.
3. Identifying Trends: By analysing trends and patterns in customer interactions, you will provide insights to improve processes, update training materials, or suggest changes in policies to enhance overall customer satisfaction.

Experience that will put you ahead of the curve…

• Experience working within a quality assurance role or similar experience gained through work experience.
• Insurance Industry/Financial Services Knowledge or experience.
• Knowledge of FCA/Ombudsman regulations.
• Being proactive with excellent organisational and time management skills.
• Experience working to deadlines and SLA’s.
• Excellent communication and written skills.

What's in it for you…

We have a number of awesome perks available to our staff.  We offer huge opportunities to learn and develop, whether through professional qualifications, exposure to incredible business projects or informal lunch & learns, hosted by your colleagues. We have a fantastic culture where we really do care about our people and want everyone to succeed. Varied roles mean you’re not pigeonholed in to one finite area but get the opportunity to develop a wide range of skills and experience

And to top it all off, not only do we offer unlimited holiday because we trust you to manage your workload and time but we also offer a share in our success whereby every colleague is eligible to join our profit pool bonus scheme - if Future hits their performance targets all colleagues may receive a bonus.

Internal Job Family P7

The expected range for this role is £25,000 - £28,000

This is a Hybrid role from our Cardiff Office, working three days from the office, two from home.

Who are we…

We’re Future. We’re 3000+ colleagues over 250+ brands speaking to 400 million people every month across the globe through websites, events and magazines. We’ve got ambitious plans that build on our growth momentum and unlock new opportunities and we’re looking for talented people who want to be a part of it. 

Our Future, Our Responsibility - Inclusion and Diversity at Future

We have a voice and we’re going to use it. We promote diversity and inclusion not just in our recruitment processes, but everything we do. We’re an equal opportunity employer and we will continue to ensure our recruitment process is free of bias and our workplaces are inclusive, positive, free of discrimination and respecting of all backgrounds and beliefs. Our culture is underpinned by our values and employees - current and future - are treated with respect and fairness. Find out more about Our Future, Our Responsibility on our website.

Please let us know if you need any reasonable adjustments made so we can give you the best experience!

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