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Added 1 week ago

Quality Assurance Specialist

Crawley, Sussex Permanent full time Go to online recruitment »

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Start a career at B&CE...

Are you a bright and enthusiastic customer experience champion looking for a rewarding career in a thriving organisation where people come first?

B&CE has been providing employee benefits for over 70 years. We began in 1942 by creating simple financial products that meet people’s needs, and that’s how we’ve run our business ever since.

We provide simple, good value products and services and our first class support and customer service has won awards.

We go that extra mile to ensure we are.

  • Creating Simplicity
  • Showing Compassion
  • Keeping Promises

Our people are our strength. Finding ways to value and reward them is important to us. And if you’re keen to learn, develop your career and do great things – you’re looking in the right place.

In a word

To provide robust assurance to the Business Operations department ensuring business processes, communications and service adhere to the company’s internal standards and regulatory guidelines.

Being a customer champion, you will also use effective root cause analysis to identify and eliminate pain points in business processes to ensure our customers have the best experience and journey.

Practically speaking

Reporting to the Senior Quality Assurance Team Leader, you’ll be responsible for;

  • Monitor Business Operations end-to-end processes and customer communications, ensuring excellent customer service is delivered
  • Identify and recommend areas of improvement by undertaking effective trend and root cause analysis for breaches and complaints.
  • Work with customer service areas on actions, activities and key messages to reduce complaints and breaches.
  • Collate, check and analyse data in relation to quality standards and competency levels and to support continuous improvement.
  • Undertake sampling of our external teams (OHSP’s) and partners, ensuring consistency and collaboration between sampling and checking within the other operational teams is achieved.
  • Identify training needs and work alongside management to organise training interventions to meet quality standards.

If you're right for this role

You’ll enjoy working within a solutions-driven, people-focused organisation.

You’ll have a can-do attitude and work well both independently and as part of a team and be aligned with our
values of Creating Simplicity, Keeping Promises and Showing Compassion.

  • A level or professional experience equivalent
  • Previous experience of quality sampling or financial services
  • Experience of providing effective feedback and coaching
  • Strong analytical and data analysis skills
  • Ability to influence and persuade others
  • Ability to use Excel skills to analyse data effectively and produce clear reports (minimum intermediate level).
  • Effective, concise professional communication and presentation skills. Ability to tailor complex information to the appropriate level for an audience to gain buy-in to proposals, recommendations or concepts.
  • A minimum of two qualifications with PMI, CII or Lean six sigma (to be achieved within probation)

B&CE is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at B&CE) equally.

The perks

Our people are our strength so finding ways to value and reward them is important to us. That’s why we offer an award-winning pension – it’s what we’re good at – plus health care cover, an onsite gym, access to a personal trainer… even the odd massage. And if they’re feeling peckish after all that activity, they can always refuel in our subsidised restaurant or grab some fruit – we get a big delivery every week. Discover more of B&CE’s employee benefits including our training programme, which is designed to give our people the support they need to develop a fulfilling career

Excited by this opportunity? Apply before it's too late...

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Great benefits package

Discover the many benefits to working at B&CE.

We’ll reward you »

How to apply

If you fit the bill and want a rewarding career…

How to apply »

Quality Assurance Specialist

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