Quality Consultant

  • Job Reference: 00054912-1
  • Date Posted: 12 January 2022
  • Recruiter: CV-Library
  • Location: Bournemouth, Dorset
  • Salary: On Application
  • Job Type: Permanent

Job Description

Vitality, Quality Consultant, Bournemouth or Stockport, £Competitive + Bonus + Benefits

We’re the UK insurer and investment provider that rewards people for positive lifestyle choices. With 1.25m+ UK members and more than 25m globally, we’re out to make the world a healthier, happier place.

That applies as much to our people as it does to our members. So, as well as a highly competitive pay package, you’ll enjoy: Free places to Vitality sponsored run events, online fitness classes and wellbeing workshops, competitions to win tickets to top-flight sporting events, health checks, and access to our full range of partners and rewards.

It’s what we call offering shared value, because a healthy, happy team is good for us, good for our members, and good for you.

As our Quality Consultant, you’ll get the benefits our members enjoy, including:

Our award-winning private Vitality Health insurance + wellness incentive programme

Access to The Vitality Programme – Apple Watch, Waitrose and Partners, Garmin, Amazon Prime, Champneys Spa days, Rakuten TV, and half-price gym memberships to name a few!

Personal health fund + Life Assurance

Stakeholder Pension Plan with employer contribution

25 days annual leave + Bank holidays + option to buy and sell 5 more

Flexible benefits package

Internal incentives, competitions, and awards – a chance to win football and sports tickets or even be in with a chance to have a holiday of a lifetime

A genuine opportunity to grow and establish a long-term career

This will be a challenging yet rewarding role, as you will provide the business with a comprehensive overview and assurance of how well operational service teams and team members are adhering to business processes, regulatory and legal requirements, to achieve the company’s quality objectives in accordance with the quality philosophy.

Your role as our Quality Consultant will involve:

Undertaking monthly speech performance reviews, including challenges, to help ensure accuracy of outputs as and when required

Understanding speech analytics technology and how it applies to quality measurement scores and when required supporting testing and continuous improvement activity to positively move QA scores

Undertaking monthly non-speech performance coaching and development reviews in accordance with QA processes

Completing the online QA CDR recording tool, ensuring accurate and timely reporting of process development opportunities, excellent or poor customer outcomes and any regulatory breaches when needed

Providing real-time feedback to and consulting with relevant TMs to ensure and HA or agent coaching or training needs can be undertaken in a timely manner

Preventing adverse customer or business outcomes, ensuring this is reported immediately (via FRED)

Completing performance audits, providing a summary of significant findings/trends to the QA Manager for inclusion in the quality forums at the end of each month

Participating in and supporting ad hoc or regular targeted reviews of specific business processes and / or third party reviews when required

Attending service ops team meetings / huddles and generally liaising with relevant TM’s to maintain awareness of current business processes, team changes or developments

What we’re looking for in our Quality Consultant:

Excellent verbal and written communication skills

Previous experience in providing training, coaching and or technical guidance in current role to peers or subordinates

To be able to understand PMI / Life products

The ability to show understanding of MS Office applications

Previous experience in Quality Assurance in the financial services sector

Proven knowledge and experience of lean six sigma

Previous experience in Speech Analytics

Closing Date: Friday 14th January 2022

Working for Vitality, you'll experience an exciting mix of creativity and innovation, within a framework of challenging objectives and a passion for delivering the best.

Our people are chosen for their skills, knowledge, enthusiasm, and attitude but above all, their belief that anything can be achieved.

If you feel you have the skills and experience to become our Quality Consultant, then please click ‘apply’ today.

Please note that to ensure the safety of our offices and employees, we require all new hires to be vaccinated for Covid-19.

If your doctor has told you not to be vaccinated, please let us know during the application process so that an accommodation can be made.

You can find more information about our commitment to ensuring office safety to reduce the risk of Covid-19 transmission by visiting the careers page on our company website