Quality Assurance Analyst (Customer Outcome Testing)

Job Type:Fixed TermBuild a brilliant future with Hiscox Please note, this role is for a 12 month Fixed Term Contract.The roleReporting to the Quality Assurance Manager, and as part of the wider Governance & Control Team, you will be responsible for conducting end to end customer outcome testing across a number of key journeys and business areas.The role will provide actionable insights to the business which we will collectively implement to drive improved customer outcomes.This role will suit diligent, self-motivated individuals with an enthusiasm for customer excellence.What you will be doing:Completing “end-to-end” outcome testing across a number of key customer journeys, products and business areasDetermine customer outcomes articulating the findings in a clear and concise mannerProviding valuable and actionable feedback and insights to the relevant business areasSupporting implementation of business improvements through active business partnerships to improve customer outcomesContributing to calibration sessions both within the Quality Assurance team and also within the wider operational areas to ensure consistency and accuracy.Identifying any remedial actions, ensuring that the appropriate activity is undertaken to rectify, record and reportContributing to and adhering to best practice standards, processes an the Quality frameworkManaging own workload to ensure appropriate samples are met weekly and monthlyOur must haves: Previous experience in the Financial Services sector with a background in Quality Assurance, Customer Outcome Testing or a customer facing Insurance / Broking roleKnowledge and experience of regulatory requirements, in particular Consumer Duty, DISP,IDD, Vulnerable Customers and GDPRExceptional written and verbal communication skillsAbility to exercise sound judgement when determining customer outcomes, taking into account the individual characteristics of each caseAbility to identify and communicate areas of improvement in an actionable wayPassionate about and able to evidence delivery of good customer outcomesA diligent and conscientious approach to tasks and prioritiesStrong organisation and time management skillsProblem solving and decision making skillsDiversity and Hybrid workingAt Hiscox we care about our people. We hire the best people for the job and we’re committed to diversity and creating a truly inclusive culture, which we believe drives success.We have also learned over the past few years that working life doesn’t always have to be in the office, and now it is safe to do so we have introduced hybrid working to encourage a healthy work life balance.We anticipate the successful candidate for this role will be in the office up to 2 days per week in our York office.This hybrid working model is set by the team rather than the business to enable you to manage your own personal work-life balance. We see it as the best of both worlds; structure and sociability on one hand, and independence and flexibility on the other.Work with amazing people and be part of a unique culture