Quality Assurance Consultant - Bupa
(2022-04 - 2026-06)
- Completing thorough and detailed audits on calls with our members. Ensuring our frontline are providing the best customer outcomes and keeping the customer at the heart of every call.
- Extensive knowledge towards the QA framework and principles.
- Understanding the importance that our customers receive the correct outcomes and ensure that they are not put at risk of detriment.
- Utilising the scorecard daily to ensure calls are scored accordingly and that the correct customer impact and severity was identified and applied.
- High attention to detail with completing evaluation forms and checking after call activity for evaluations.
- Completing evaluations for retention calls as well as webchats and quote acceptances.
- Fluent use of navigating Bupa's systems, such as SWIFT, Verint, Work AA/WA and Merlin.
- Submitting assessments via Verint ensuring the correct P-values are in place and being aware of the impact on the reporting and the importance that the correct P-values are used.
- Understanding out regulators and being aware of sales processes, identifying complaints and vulnerable customers along with the importance of identifying these.
- Levelling with colleagues and management to ensure the correct outcome is applied to the member.
- Identifying risks/potential risks, making management aware and facilitating the bright idea platform where needed.
- Making sure I passed all check the checkers by providing thorough call observations.
- Working efficiently with my team to complete all targeted checks and all agents received the appropriate number of audits.
- Assisted with the data input project for the cisco to Five9 migration. Confirming all data from previous audits was input correctly into Verint with no errors.
- Communicating effectively with my colleagues and managers to level calls and ensure that any outcomes are under the correct reason that fits the best scenario.
- Collaborating well with agents and managers from different departments.
Expert Healthcare Consultant - Bupa
(2017-07 - 2022-04)
- Working within a specialist team responsible for dealing with predominantly suspended and lapsed registrations, contacting members to bring them back to Bupa.
- Taking frontline calls assisting with a multitude of queries and retaining members who contact to cancel. Ensuring they understand the cover options available whilst adhering to regulatory requirements.
- Experienced in non-advised sales, identifying customer priorities through clear communication and presenting suitable cover options aligned to their needs.
- Investigating payment discrepancies.
- Performing accurate record keeping, making sure accurate notes are left on Swift.
- Building rapport and trust with member when taking sensitive payment details.
- Objection handling to ensure business retention.
- Empathising with members who are struggling to make payments and be able to provide effective solutions.
- Assisting with call observations and feeding the results back to my peers.
- Training the department on suspended and lapsed processes.
- Managing and delegating tasks and leads.
- Handling and investigating complex complaints.
Swinton Insurance Broker
(2016-03 - 2017-06)
Working on behalf of multiple clients to bring in and retain business in the motor vehicle industry. Assessing individual's insurance needs and risk profiles. Negotiating with clients to find the best price for the customer and making sure the customer understands the terms and cover provided.
