Outcome Testing and Quality Assurance Analyst Review

Outcome testing analyst. Checking Sales and Retention calls have been dealt with compliantly and treated customers fairly. I communicate with many people across the business on a daily basis. I mark calls, give feedback to managers and agents directly and over email. I also complete digital surveys, calling customers who have purchased a policy online and I check they have the right cover in place.

Learn new risk based skills. Met new stakeholders.

Thoroughly. I have grown in confidence. My insurance knowledge has broadened. I enjoy the assessment work. I get on well with my Learn Direct assessor. I have built relationships with others around the call centre and we work together to revise and encourage each other to succeed.

I my current role (secondment) not at all. We have been re-located as a team and due to me being on a 6 month secondment, I have been treated poorly. Senior management have let me down. Not what I expected of LBG.

Could be better. I'm not always sure of the next steps. But once I have seen my assessor, she gives me hints and tips and ensures I know what I need to be dong next.

Enough, just right.

Not really needed, I am lucky enough to be in a role where I manage my own workload therefore I don't need a huge amount of support. When I was based in the call centre, my TM was great but I wasn't given barely any time off the phones to complete work.

I am struggling financially. I know LBG pay well for the role I am completing, however travel costs and living costs are making things difficult for me.

Yes, but there could me more of a variety and maybe more activities within teams rather than the whole call centre together.

Yes

Overall, I enjoy working for LBG. Its just a shame I have been ignored in the last few months, therefore I have found new employment within the group.

Take every opportunity to progress.