Competency & Quality Coordinator Location: Stockport Salary: £Competitive + Bonus + Benefits Closing Date: Friday 01 March 2019 Vitality 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. Our CORE PURPOSE is to make people healthier and to enhance and protect their lives. From people to products and processes, we aspire to deliver on our purpose in everything we do. Our VISION is to be the BEST health insurer in the UK We are looking for talented individuals who are committed to living our values and delivering an award winning service to our customers. Overall Job Purpose To Support the Distribution Compliance Hub Manager and seniors in ensuring that all Direct Distribution Channels activities are carried out in accordance with the relevant regulatory legislation and framework, as laid out in the Training and Competency Schemes. To complete reviews / call listening for Telesales, Telemarketing and Retention advisers. Ensuring that all standards are within the regulatory and internal standards and best practice. Provide feedback to managers for their agents. Accountabilities Undertake a range of quality assessments on Direct Marketing, LeadGen and Retention including call monitoring and scoring. Giving relevant feedback to Sales Team Managers (TM’s) Regional Risk Managers (RRM’s) and Departmental Heads on a regular basis. Highlight and report any ongoing or ad hoc compliance and competence issues to TM’s or RRM’s including regulatory breaches and lost business opportunities, 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. 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. Assist in the adherence of the Training and Competence schemes ensuring that all guidelines and processes are followed. Assist in the production and issuing of customer feedback surveys ensuring all customer feedback, process issues and areas for improvement are fed back appropriately with recommendations where appropriate, to ensure that continuous improvement is maintained. Act as a subject matter expert on sales processes and procedures to ensure accurate representation on projects and ad hoc assignments. Keep up to date with company and industry knowledge to ensure appropriate competency levels are maintained. Monitor end to end DSF sales process for life polices to ensure correct advice has been given following Financial Planning Principles and all completed paperwork is compliant. Provide feedback to Life Sales Representative, RRM and Regional director. Identify and produce reports on final grading and trend analysis. Undertake administrative tasks as necessary to maintain the smooth running of the department. Liaise with Sales Trainers to feedback regular fail areas and trends to ensure that both existing and new agents maintain compliance. Skills Required Essential Strong Excel and Word Basic MS Access Good Written and Verbal Communication Strong Planning and Organisational Skills Desirable Understanding of advised and non-advised sales in a regulated environment Knowledge of ICOBS Experience in a financial sales or quality assurance role Working for Vitality, you'll 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 of every day. Our people are chosen for their skills, knowledge, enthusiasm and attitude but above all, their belief that anything can be achieved.