Call Monitoring Analyst

NRG Resourcing Ltd
11 Feb 2018
15 Feb 2018
Contract Type
Full Time
We are pleased to be working with an award winning client, requiring a Call Monitoring Analyst.

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 provide feedback to stakeholders, ensuring that relevant exposures are identified effectively communicated and tracked through to successful remediation.

To maintain appropriate and sufficient records to support and evidence the approach and outcomes of monitoring activity.

To maintain and develop relationships with co-workers whilst retaining the independent status required of a monitoring and assurance function.

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.

Required Skills And Qualifications

Has a background in call quality or file auditing environment.

Knowledge of general insurance or financial services, products and practices

PC skills including Word, Excel, and PowerPoint.

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

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