Call Monitoring & Operations Assistant

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.