Direct Sales Quality Analyst

Job Description

About The RoleWorking Pattern - Hybrid – 2days per week in the Vitality Stockport Office.Full time, 35 hours per week.Top 3 skills needed for this role:

• Good verbal communication
• Accurate written communication
• Confidence using a variety of systems, including Excel and Outlook

What this role is all about:As a Direct Sales Quality Analyst you will support the Direct Sales Quality Manager. You will ensure that all Direct Distribution Channels activities are carried out in accordance with the relevant regulatory legislation and framework. You willcomplete reviews/ call listening for D2CHealth, VA Telephony, Business Telemarketing Lead Generation (BTLG) and One Vitality Lead Generation (OVLG) advisers. Ensuring that all standards are within the regulatory and internal standards and best practice. You will also providefeedback to Managers for their agents.Key Actions

• You will undertake a range of quality assessments including call monitoring and scoring. Giving relevant feedback to Sales Team Managers (TM’s) and Departmental Heads on a regular basis
• Highlight and report any ongoing, ad hoc compliance and competence issues to TM’s to ensure sales activity remains compliant
• Conduct regular call calibration sessions with each sales area to ensure that quality and compliance are scored accurately and consistently throughout
• You will assist in the creation and roll out of new processes
• Achieve monthly targets for call monitoring and quality assurance driven by set measurements contained in the Training and Competence Schemes for each business area
• Ensure prompt escalation of significant compliance issues to the appropriate manager
• Attend New Starter induction and training sessions to ensure they are fully equipped to be able to deliver compliant customer interactions at all times
• Contribute to the development of procedures by identifying areas of weakness and making suggestions for improvement
• Support regular reviews of the sales areas, key business processes and activities to ensure adherence to and effective implementation of policies, procedures and regulations
• Conduct spot checks on failed calls to ensure that feedback has been provided and any remedial action has been implemented in a timely manner, ensuring the Sales Agent can continuously improve
• You will assist in the adherence of the Training and Competence schemes ensuring that all guidelines andprocesses are followed

Essential Skills needed to fulfil this role:

• PC literate (Excel and Word to a high standard)
• Excellent verbal and written communication skills
• Private Medical Insurance business knowledge
• Experience in a role requiring high attention to detail
• Excellent planning and organisational skills
• Excellent communication, coaching and feedback skills
• An ability to work across teams to achieve objectives, and confidence in dealing with people at all levels in the organisation
• Enthusiastic and motivated, with a strong work ethic along with ownership for all deliverables

So, what’s in it for you

• Bonus Schemes – A bonus that regularly rewards you for your performance
• A pension of up to 12%– We will match your contributions up to 6% of your salary
• Our award-winning Vitality health insurance – With its own set of rewards and benefits
• Life Assurance – Four times annual salary

These are just some of the many perks that we offer! To view the extensive range of benefits we offer, please visit our careers page.Fantastic Benefits. Exciting rewards. Great career opportunities!Who We AreAt Vitality, everything we do is driven by our core purpose. To make people healthier and to enhance and protect their lives through our market-leading health and life insurance and the Vitality Programme. We empower our members to take control of their wellnessand develop long-term healthy habits.Diversity & InclusionWe’re committed to diversity and inclusion because it’s good for our employees, for our business, and for society. To learn more, please visit our Vitality Career pageVitality’s approach to sustainabilityVitality is a business that drives positive change. We reward people for making and sustaining healthier choices. But healthy people also need a healthy environment. To learn more, please visit our Vitality Career page.About The CompanyVitality is an award-winning, dynamic and vibrant financial services provider, with a ground-breaking vision for the future, where individuals are enabled to succeed and are rewarded and recognised for their contribution to our business. We’re the UK insurerand investment provider that rewards people for positive lifestyle choices – a key element of our Shared-value model. With 1.4m UK members and more than 25m globally, we’re out to make the world a healthier, happier place. This applies as much to our peopleas it does to our members.Working for Vitality, youll experience an exciting mix of creativity and innovation, within a framework of challenging objectives and a passion for delivering the best. We think work should be fun and sociable, and we want our people to get the most out ofevery day. Our people are chosen for their skills, knowledge, enthusiasm and attitude but above all, their belief that anything can be achieved. Wherever possible, we will consider a variety of working options to suit your lifestyle, whether that behybridhome/office working, flexible working and part or full time employment. It’s what we call offering shared values, because a healthy happy team is good for us, good for our members and good for you.We do reserve the right to close this advertisement early if we receive a high volume of suitable applications. If you are interested, please submit your application as soon as possible.