Salary: £18,000 – £20,000

Location: Kingston upon Thames

The primary function of a Quality Assurance Officer is to maintain the quality standards of the firm’s products and services, in line with regulatory and company standards and make recommendations to improve the quality control process.


  • Conduct independent and robust quality control checks on customer calls and transactional processes, to ensure ongoing compliance with quality and industry regulatory requirements.
  • Complete monthly quality assurance performance reports and trend analysis highlighting issues and trends on quality assurance results
  • Innovate process and script change to ensure ongoing compliance and quality standards
  • Feedback quality assurance scores & trends to staff and managers
  • Analyse data to identify areas for improvement in the quality system and associated processes and scripting
  • Identify& escalate to line management any potential breaches or issues immediately with proposed resolution
  • Conduct process reviews where required to improve our quality monitoring process
  • To actively participate in and contribute towards continuous individual development and team targets

 Knowledge, Skills and Experience

  • Excellent verbal and written communication skills
  • General insurance or financial services experience
  • Statistical and analytical skills
  • A sharp eye for detail
  • Problem solving abilities
  • Be able to work collaboratively and as part of a team
  • Strong work ethic, honest, dependable and responsible knowledge of relevant regulatory requirements
  • Develop, recommend and monitor corrective and preventive actions
  • Prepare reports to communicate outcomes of quality activities
  • Identify training needs and organise training interventions to meet quality standards
  • strong computer skills including Microsoft Office and databases
  • Certificate in Insurance qualification or above (desirable)

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