Quality Assurance Consultant
Job Description:

ROLE OVERVIEW

As a Quality Assurance Consultant, you will ensure that our products and services are assessed and processed accurately and consistently contributing to a Good Customer Outcome and Experience for our customers in line with business process and policy improvements within Bupa Insurance Limited. You will deliver constructive feedback to our internal Customers to ensure standards in compliant member interactions are improved and maintained, and that fair outcomes and excellent standards of service are delivered to our customers

WHAT YOU’LL DO:

• Review both real-time and retrospective member interactions to ensure they are handled in a regulatory compliant manner, using knowledge and experience to determine whether the member has received the correct Outcome and whether the Customer Experience fits with Bupa brand.
• Develop an extensive knowledge of the current procedures and processes to ensure that all interactions are assessed accordingly.
• Using the agreed Quality Assurance procedures, participate in reviews of colleagues to ensure consistency of Quality Assurance and decision making.
• Work closely with the Commercial management teams to review and feedback on Sales processes and documents.
• Identify interactions containing non-conformances and breaches and provide appropriate feedback to the Commercial Management team to be discussed with individuals and addressed through corrective action plans.
• Support the delivery of ongoing and improved Customer Outcomes and Experience; escalating issues and identifying common trends in line with existing frameworks, focusing on preventing issues from happening in the future.
• Provide feedback on non-conforming interactions to individuals to allow redress activity to take place so that the correct customer outcome can be assured.
• Proactively prioritise and manage own allocated workload; taking full ownership of each review until an outcome is reached
• Maintain knowledge and awareness of Compliance/Regulatory requirements and take personal responsibility for adherence to regulatory and compliance control mechanisms that are in place.

The role holder is expected to have the following experience and qualification/s

• Proven track record of delivering customer focussed outcomes in a regulatory environment.
• Previous experience of working in Sales or Customer Services to a high standard and or in a Quality Function.
• Strong attention to detail with the ability to analyse each interaction and make decisions with confidence, occasionally defusing difficult and emotional situations.
• Demonstrate excellent problem-solving skills and initiative together with the ability to make sound commercial decisions, weighing up the possible detriment to the customer, financial implications to Bupa and the impact on overall customer experience
• Excellent communication skills with the ability to liaise and communicate with management and staff.
• Organised and able to prioritise workload.
• Sound understanding of customer insight.
• Knowledge of the current procedures and processes should extend to a level where a Quality Assurance Analyst can provide constructive and progressive input to the future development of these procedures.
• Knowledge of TCF principles, ICOBS, FCA complaint handling requirements, T&C principles and the Financial Ombudsman Service.
• Demonstrate flexibility within the working environment.
• Progress to relevant Regulatory Qualifications within an agreed timeframe, as appropriat

Joining Bupa in this role you will receive the following benefits and more:

• 25 days holiday, increasing through length of service, with option to buy or sell
• Bupa health insurance as a benefit in kind
• An enhanced pension plan and life insurance
• Annual performance-based bonus
• Onsite gyms or local discounts where no onsite gym available
• Various other benefits and online discount