Quality Assessor - Call Centre

As a Quality Assurance Assessor you will be instrumental in helping us deliver the best possible customer experience. You will be responsible for grading our calls with customers and working one-on-one with our operators to improve their call handling skills.

This is an exciting opportunity for someone looking to develop their career within Financial Services and the role benefits from a structured development path together with first class training. We are looking for individuals with extraordinary attention to detail and the ability to develop skills in others.

This is a Monday to Friday role with a starting salary of £17,290.00 per annum plus bonuses and incentives - so you could be earning in excess of £18,300 in your first year. You would start as an Academy Call Quality Assessor and through our coaching and development program you would be expected to progress to Level 3 Call Quality Assessor at which point you would qualify to earn up to £24,000.00.

Working hours

Full-Time 35 hours per week, permanent contract

Monday to Friday between the hours of 9am and 6pm


Our office is between Leeds & Wakefield at Junction 41 Business Park, South Park Way, Wakefield, WF2 0XJ.

We are open to you working from home on some days. Either way, you will enjoy lots of social interaction with your team online and with those working in the office. We already have an established team of six assessors working from home. You will be provided with all the equipment you require for your role, but you will need to have a room in your home where you can work in private and uninterrupted.

Key Responsibilities

You will be part of a dedicated in-house Quality Assurance team, working alongside the operational teams to deliver the company’s business objectives

  • You will be monitoring our Sales and Customer Service calls, providing valuable feedback and coaching to telephone agents to ensure we meet our regulatory requirements and achieve the highest standards of sales and service quality.
  • You will be participating in workshops to improve our processes and service delivery
  • As you progress you will play a vital role in the investigation and resolution of customer related complaints

What we can offer you?

Union Insurance Services is a leading brokerage that is accredited with Investors in People status and has over 2 million satisfied customers. We have paid out over £35 million in claims, making us the first-choice insurance provider for UK trade union members.

In return for your outstanding drive and determination, we offer you an exciting and varied role with real development opportunities that are supported by a well-structured training and development path, excellent company benefits and a great working environment, where you will be recognised for your achievements and contribution to our success.

Additional Benefits

  • 25 days annual leave (plus bank holidays)
  • Structured training and development programme
  • Life cover of four times your basic salary
  • Company contributory pension
  • Choice of additional protection insurance cover
  • Company prepaid card with cashback from major retailers
  • Shopping discounts
  • A good work/life balance
  • Sociable working hours
  • Free social events

Many of our senior managers, started as a Call Quality Assessor so apply now and send us your CV!

Or if you know someone who might be interested then please pass our details on!

If you are successful, we will call you for a telephone interview, which is the first stage of our recruitment process. Candidates will then be invited to a face to face interview if you demonstrate the following competencies.

  • Great attention to detail
  • Being well organised, the ability to work methodically
  • Good interpersonal skills and the ability to coach others
  • Being committed to your own personal development and delivering a great customer experience

Job Types: Full-time, Permanent

Salary: £17,290.00-£24,000.00 per year

COVID-19 considerations: Temperature checks, social distancing, cleaning procedures