Quality Assurance Analyst

We’re First Central Insurance & Technology Group (First Central for short), an innovative, market-leading insurance company. We protect the things customers love so they can get on with what matters to them in life. 

Data drives us. It fuels our outstanding distribution, finance, technology and legal services. Our underwriting skills are built on data expertise; it creates the insights we need to give the right cover to the right customers at the right price. But, it’s the people inside and outside our business that power us. They make us stand out, help us succeed. We’re ambitious. We’re growing. We’ve won awards.  

Are you ready to decode the language of customer interactions and unravel the mysteries hidden within these conversations? Then look no further!

Reporting into our Quality Assurance Manager we are seeking new Quality Assurance Analysts to join our lively team who are responsible for building and maintaining our conversational analytics tool.

So, what will a QA Analyst do? You will work closely with our Customer and Operations pillar to help improve and understand the quality of customer interactions, support our colleagues and control risk by diving into the depths of our preferred analytics platform. We want to ensure the best customer journey and service possible! But how do we do this? You’ll be a data detective, trend spotter and insight deliverer.

You’ll collate data directly from our analytics platform tool to breakdown the word content of our customer conversations (clever right?) and use this data to help understand the customer journey and deliver automated QA scorecards. Then from identifying key trends in call drivers you’ll conduct deep dive analysis in order to deliver meaningful insights back to stakeholders.

Do you thrive to ensure the best customer service and outcome is given? This could be you!

You’ll be great in this role if you have: 

• The ability to interpret and analyse large data sets to extract meaningful insights and trends.
• Able to effectively communicate findings and recommendations to key stakeholders.
• Attention to detail! Paying attention to small nuances in data that could have significant impact.
• Able to identify and solve complex problems related to speech data analysis such as addressing data quality issues or optimising analytical processes
• EvaluAgent speech analytics experience

Here’s a glimpse of what we can offer:

• Salary of up to £45,000, depending on experience
• Monday to Friday, no weekends!
• Hybrid working: 4 days from home and 1 day in the office after training
• Fully supportive team throughout
• £100 off your car insurance
• A fun, vibrant and busy place to work
• 25 days holiday plus 8 bank holidays and an extra 'You' day off for important occasions or just a day for you!

What’s involved:

• You’ll work closely with the business stakeholders to understand customer pinch points and interpret them into meaningful pieces of analysis.
• You’ll proactively identify opportunities for improvements through data analysis within the conversation analytics platform and present these back to the business along with recommendations and proposed next steps.
• You’ll create and maintain topics within the tool to support analysis and tracking.
• You’ll build and maintain language rules within the tool that support automated scoring of Quality Assurance.
• You’ll capture key words and phrases to support sentiment analysis.
• You’ll be analysing large data sets and interpreting into actionable insights that will be presented to Heads of department and Director.
• You’ll be creating dashboards and insight packs for team leads and managers.
• You’ll support the Quality Assurance Manager with governance and controls in relation to the platform.
• You’ll achieve KPI’s and SLA’s including timely and accurate delivery of all tasks and reports.
• You’ll work collaboratively with all teams and colleagues, ensure consistency to quality assurance approach and best practice within the team.
• You’ll actively promote continuous improvement and raise areas of potential improvement when identified from recommendation through to implementation.
• You’ll contribute to any ad hoc projects or policy updates as required.
• You’ll ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times.

Experience & knowledge

• Working in a quality assurance environment including risk and controls principles, focusing on customer outcomes
• Problem solving and continuous improvement principles
• Data analysis and translation of management information to tangible actions
• Working in a financial services regulated environment
• Comprehensive understanding of regulatory requirements and company policies
• Experience in EvaluAgent speech analytics

Skills

• Ability to succinctly summarise large data sets. Unleash your data wizardry!
• Strong presentation skills
• Strong communication and stakeholder management
• Attention to detail and analytical
• Able to provide insight and communicate trends/patterns through data
• Excellent communication skills, both verbal and written
• Good numeracy and literacy skills
• Good organisational skills and ability to multitask
• Problem solving skills with the ability to adopt a logical approach to resolving problems
• Strong computer skills with experience in MS Office, particularly Word and Excel

Qualifications

• ACII Qualification (desired)

Behaviours

• Customer focused
• Strives to deliver performance targets and drive business improvements to contribute to the success of the team and business
• Business acumen
• Self- motivated and enthusiastic
• An organised and proactive approach, working well under pressure
• A flexible approach and positive attitude, keen to help others
• Ensures great attention to detail and a high degree of accuracy in recording and reporting
• Confident in presenting complex information in a clear and concise manner
• Demonstrate the company’s values and appropriate behaviours
• Takes initiative to make decisions
• Positively represents the business in front of suppliers and senior stakeholders
• Able to work on your own initiative and as part of a team
• Take ownership of own development.

Fancy a change? Why wait, apply today!

What can we do for you?

People first. Always. We’re passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so that’s what we offer. Our workplaces are energetic, inspirational, supportive. To get a taste of the advantages you’ll enjoy, take a look at all our perks in full here. 

Intrigued? Our Talent team can tell you everything you need to know about what we want and what we’re offering, so feel free to get in touch.