Call Monitoring Analyst

Job Ref: AD35998
Sector: Call Centre
Date Added: 13 February 2018
  • Amesbury, Wiltshire, South West, England
  • £22,000 - £25,000 per Annum
  • Blue Arrow Swindon
  • 01793 642 000

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Our client based in Amesbury are looking to recruit a Call Monitoring Analyst to join their team.

Role Responsibilities:

To deliver day-to-day call monitoring activities, which form part of the Call Monitoring Assurance program, consistent with agreed procedures and methodologies.
To carry out customer communication review activities, investigating and challenge risk exposures and conduct quality. Providing comprehensive call assurance reports, which address regulatory, legislative and business risk.
To support maintenance of the department's procedures and methodologies in record keeping, adopting best practice.
To maintain appropriate and sufficient records to support and evidence the approach and outcomes of monitoring activity.
Establishing and maintaining a solid knowledge and understanding of products, policies, systems and key procedures.
To maintaining a solid knowledge and understanding of relevant sector regulations/ legislation.
To promote and be an advocate for best practice consistent for delivery of fair customer outcomes.

Skills and Experience:

Has a background in call quality or file auditing environment.
Knowledge of general insurance or financial services, products and practices.
Strong communication skills (verbal and written), investigative, influencing and presentational skills, proven ability in building relationships at all levels.
Working knowledge of FCA Rules and Principles in practice relevant to General Insurance
Compliance or financial Services related qualification
Veterinary knowledge and understanding from past role