Sales Quality Analyst - Health

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About

The Role

Team Heath

Working Pattern - Hybrid 2days per week in the Vitality Stockport Office.

Full time, 35 hours per week.

We are happy to discuss flexible working!

Top 3 skills needed for this role:

• Do you have good verbal communication?
• Do you have accurate written communication skills?
• Are you confident using 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 will complete reviews / call listening for D2C Health, D2B Health (VA Telephony), Business Telemarketing agents (BTLG) and One Vitality Telemarketing agents (OVLG) advisers. Ensuring that all standards are within the regulatory and internal standards and best practice.

You will also provide feedback 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 (TMs) and Departmental Heads on a regular basis
• Highlight and report any ongoing, ad hoc compliance and competence issues to TMs 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.
• You will assist in the adherence of the Training and Competence schemes ensuring that all guidelines and processes 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, whats 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!

If you are successful in your application and join us at Vitality, this is our promise to you, we will:

• Help you to be the healthiest youve ever been.
• Create an environment that embraces you as you are and enables you to be your best self.
• Give you flexibility on how, where and when you work.
• Help you advance your career by playing you to your strengths.
• Give you a voice to help our business grow and make Vitality a great place to be.
• Give you the space to try, fail and learn.
• Provide a healthy balance of challenge and support.
• Recognise and reward you with a competitive salary and amazing benefits.
• Be there for you when you need us.
• Provide opportunities for you to be a force for good in society.

About The Company

We're really excited to announce that we have recently been awarded "Top 10 Best Places To Work" in The Sunday Times Awards 2024!

Vitality is a multi-award-winning UK insurance brand, here to make the world a healthier, happier place.

Weve been a purpose and values-driven business from day 1- long before it became fashionable. Our core purpose is to make people healthier and enhance protect their lives. Vitality pioneered shared-value insurance. We incentivise people to live healthier longer lives they benefit, our business benefits, and society benefits. Were successful because we attract, develop,…