Quality Assurance Specialist at 4LifeDirect

  • Ημερομηνία ανάρτησης 23/06/2017
  • Εμφανίσεις 432
Επισκόπηση θέσης εργασίας

Title of the position
Quality Assurance Specialist

Department
Operations

Reports to
Branch Manager

Overview 

A unique start up opportunity for an ambitious and driven Quality Assurance Specialist in Athens to join 4Life Direct, one of Europe’s leading direct providers of life insurance.  4Life Direct has undergone tremendous growth in Europe during the past 7 years serving thousands of policyholders on a daily basis. The company needs an experienced specialist to assist the international management team in setting up a client centric Quality department in Greece.

The office will be based in Athens but some international travel will be required from time to time.  Salary negotiable.

Responsibilities

From the outset, this individual will be involved in, but not limited to:

  • Quality:
    • Ensuring as a branch, 4Life Direct Greece maintains a high level of service quality by managing the daily assessments of calls and correspondence
    • Help to build and keep the quality-control system of 4 Life Direct Greece
    • Check the inner operation of 4Life Direct Greece in order to help define the checkpoints and to potentially identify and report issues or risk factors
    • Quality coaching/training of individuals in the branch to ensure a high quality standard
    • Ensuring that calls are monitored regularly as per set targets and that accurate reporting is kept and shared with the relevant parties
    • Ensuring that the scorecard is kept up to date and that any changes are communicated to all the relevant parties
    • Ensuring a good relationship between quality and the other areas in the branch thorough communication of errors and process changes to ensure the quality standard of the branch is met and maintained

 

  • Document review:
    • Reviewing and approving all marketing materials from a compliance perspective
    • Drafting and taking responsibility for all policy documentation
    • Approving sales and training documentation in accordance with TCF principles

 

  • Compliance:
    • Provide accurate, timely and consistent advice and guidance to staff in the development and monitoring of operational documents, procedures and computer systems to ensure effective compliance with regulatory requirements
    • Assist with the assessment and reviewing of the existing compliance controls to ensure their adequacy
    • Assessing the regulatory framework and ensure any developments are implemented and embedded in the business
    • Driving and promoting a risk awareness culture within the organisation

 

  • Data protection:
    • Overseeing and advising on the remediation of Data Protection incidents

 

  • Complaints handling
    • Manage, investigate, and resolve customer complaints in a timely manner considering the customer journey at all stages. Keeping TCF principals and regulatory requirements at the heart of all decisions made.

 

Requirements

  • Excellent organizational & leadership skills
  • Outstanding communication and interpersonal abilities
  • Experience in Compliance and Call Centre quality assessment
  • A knowledge of the life insurance industry will be advantageous
  • English proficiency essential
  • MS word and excel essential

 

Advantageous Competencies

  • Law or compliance related studies or Degree

 

Apply here for this job position.

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