Case Handler Quality Assessor (Office)

Guidant Global are currently seeking several Quality Assessors to join and play a vital role in our growing case handling team. You will be reviewing, analysing, and assessing completed cases as well as giving valuable and constructive feedback to colleagues, fostering their growth and development. Additionally, you will offer support, where necessary, to the train members of staff to achieve the quality standards set to ensure all cases are dealt with to the highest standard.

Embracing flexible working, these roles have options for office based in Manchester, hybrid or fully remote working.

What to expect as a Quality Assessor

• Ensure appropriate number of quality audits are conducted, in a timely manner and with constructive feedback.
• Manage day to day activities, prioritise to deliver to SLA's and achieve KPI's.
• Make risk/impact assessments within existing processes and procedures.
• Conduct calibration calls with clients to understand expectations.
• Support the operational leadership team to highlight operational risks and areas for improvement
• Ensure accurate and on-time reporting on quality, breaches and complaints
• Support training, onboarding, and recruitment of team members to ensure the maximisation of available resource. Supporting speed to competency KPI's whilst ensuring quality delivery.
• Take responsibility for overall quality assessing/continuous improvement for the team.
• Investigate noncompliance, identify fault trends, and instigate remedial action where necessary. Participate in regular, proactive review of operation processes aimed at developing efficiencies that will support the growth of the business in terms of both revenue and client service delivery.

We'd love to hear from you if you have;

• Strong interpersonal skills, including effective communication and strong empathy.
• Experience with relationship building, both internally and externally
• Notable experience in reviewing, analysing and interpreting data.
• Attention to detail with focus on quality.
• Self-motivated with the ability to plan own workload.
• Proficient using IT, including but not limited to Microsoft packages.
• Good understanding of confidentiality and handling sensitive data
• Ability to plan own workload to meet business requirements and service level agreements, working to rigorous targets.
• A background in continuous improvement would be advantageous.

Guidant Global (BH4SF) is acting as an Employment Agency in relation to this vacancy.