Join Our Team as a Quality Assurance Agent
Are you passionate about delivering excellent customer experiences and ensuring high standards? Do you thrive in a collaborative environment where your insights can make a real difference? AXA Partners is looking for a dedicated QA Agent to join our Complaints & Insights Team in Redhill. This is an exciting opportunity to help shape the future of customer service through thorough, fair, and impactful quality assessments.
Why AXA Partners?
We are a global leader in innovative insurance, assistance, and value-added services. Our team is committed to putting customers first, fostering a supportive workplace, and encouraging continuous improvement.
About the Role
As a QA Agent, you will be the vital link ensuring our customer journeys meet the highest standards of quality and compliance. Your work will focus on evaluating interactions, decisions, and communications to confirm they align with our commitment to good customer outcomes and regulatory requirements. Your insights will help prevent issues, identify risks, and strengthen our conduct standards.
What you’ll be doing:
- Conduct Quality Assessments: Review customer interactions from start to finish, ensuring they meet internal policies and Consumer Duty outcomes.
- Apply Professional Judgment: Use your expertise to challenge and evaluate quality, considering factors like vulnerability and individual circumstances.
- Identify Risks and Gaps: Spot conduct risks, systemic issues, or areas for improvement, and elevate concerns as needed.
- Generate Insights: Report on trends and recurring issues to support ongoing improvements and regulatory readiness.
- Support Quality Reviews: Assist in thematic reviews, deep dives, and audits, ensuring all findings are thorough and compliant.
- Maintain Compliance: Ensure audits follow data protection and operational procedures, flagging any breaches or failures.
- Manage Quality Tools: Upload audits, update measures, and generate reports using our Quality Tool.
- Provide Feedback and Coaching: Deliver constructive, clear, and supportive feedback to improve individual and team performance.
- Support Training & Development: Assist in training colleagues on quality standards and tools, ensuring accurate record‑keeping and compliance.
- Build Stakeholder Relationships: Collaborate with managers, HR, and Learning & Development teams to ensure training and quality initiatives meet business needs.
What you’ll bring:
- Experience & Skills
- Proven ability to provide constructive feedback and coaching.
- Experience in quality standards and process improvement is a plus.
- Strong organisational skills and the ability to manage multiple priorities.
- Excellent communication skills – clear, tactful, and influential.
- Good IT skills, including Word, Excel, and PowerPoint.
- Customer‑focused mindset with a passion for continuous improvement.
- Personal Attributes
- A proactive problem‑solver who thrives under pressure.
- Adaptable and willing to work flexible hours, including occasional evenings or weekends.
- A team player who values collaboration and diversity.
- An advocate for change and best practices.
Requirements
As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.
What we offer
- Starting Salary £24,500
- Hybrid working (3 days in our Redhill office)
- 22 days rising to a maximum of 27 days (based on a 5‑day week)
- Retail Discounts
- Company Shareplan / Scheme & Loan
- Cycle2Work Scheme
- Discounted Home Insurance
- Employee Assistance Scheme
- Dr@Hand
- Discounted Gym Membership
- Free Financial Education/Pension Seminars
We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics.
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