Quality & Compliance Coordinator

21000.00 - 25000.00 GBP Annual + GBP21000 - GBP25000/annum
29 Aug 2017
26 Sep 2017
Contract Type
Full Time
Vitality, Quality & Compliance Coordinator, Stockport, GBP21,000 - GBP25,000 + Bonus + Benefits

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 Quality & Compliance Coordinator will receive a competitive salary plus benefits including;

- Monthly bonus scheme (subject to passing your probation period)

- Stockport central location - 10 min walk from bus station and train station plus free local parking

- Ongoing training and development and fantastic career prospects.

- 25 days holiday plus bank holidays

- Vitality Private Medical Insurance

- Stakeholder Pension Plan with employer contribution

- Vitality Partners and Rewards

- Access to great onsite facilities including subsidised canteen

As our Quality & Compliance Coordinator your role will be support the Distribution Compliance Hub Manager 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.

Responsibilities of our Quality & Compliance Coordinator will include:

- 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.

- Investigate and resolve all allegations of miss-sells raised as complaints adhering to FCA guidelines, ensuring there are no breaches in the complaints process.

- 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.

- Assist in the collation and analysis of Sales Risk reports on a timely and regular basis.

- 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 and lead where necessary, 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.

To become our Quality & Compliance Coordinator, you will have the below skills and experience:

- GCSE (or equivalent) grade C or above in Maths & English

- CII IF7 Healthcare qualification

- PC literate (Excel and Word to a high standard)

- Excellent verbal and written communication skills

- Private Medical Insurance business knowledge

- Experience in a role requiring high attention to detail

- Excellent planning and organisational skills.

- Excellent communication, coaching and feedback skills.

- Strong team player who works with team members to deliver on objectives.

- An ability to work across teams to achieve objectives, and confidence in dealing with people at all levels in the organisation

- Enthusiastic and motivated, with a strong work ethic along with ownership for all deliverables


- Previous experience in a sales role

- Previous experience of quality checking and providing effective feedback to staff

Working for Vitality as a Quality & Compliance Coordinator, you'll experience an exciting mix of creativity and innovation, within a framework of challenging objectives and a passion for delivering the best.

Our people are chosen for their skills, knowledge, enthusiasm and attitude but above all, their belief that anything can be achieved.

If you feel you have the skills and experience to become our Quality & Compliance Coordinator, please click 'apply' today