Role Introduction:
The AA is embarking on an exciting growth and transformation phase and is seeking to recruit a Compliance & Call Quality Advisor for it's Customer Operations team.
Reporting into the Compliance Operations Lead, the main deliverables in this role will be to ensure our frontline Agents are delivering exceptional customer experiences by monitoring customer interactions for accuracy of information, compliance, contact standards and adherence to our policies and procedures. The insights provided to customer facing teams should improve the overall customer experience and capability of our teams. The successful candidate will also be responsible for comprehensive case management of compliance-related tasks such as complaint handling, data protection breach handling, data subject access requests handling and error administration. All tasks must be handled in accordance with the CPC and GDPR requirements and timelines.
This role will sit as part of the wider Customer Operations function.
Work location: The base for this role will be the company's Head Office on Harcourt Street, but will be eligible for the AA's Hybrid Working Policy.
Key Responsibilities:
As the AA business continues to evolve, so too will the responsibilities of this role evolve and change over time. The primary responsibilities and focus areas for this role will include the following:
* Provide support to the Supervisors and Managers in both our Operations Contact Centres in relation to call quality and Agent feedback
* Ensure all call quality tasks are completed on time. Volume to be completed per month is a KPI
* To increase Agent competence in call management through a robust monitoring and feedback programme. Identify and escalate any issues raised from call quality reviews to the relevant Supervisors and Managers
* Ensure that AA Ireland has a call quality process to meet its requirements
* Provide support in managing call quality process to advance benchmark achievements through Operations
* Contribution to management of GDPR data subject requests to ensure these are issued /resolved within timeframes
* Contribution to insurer related queries including call/documentation requests, claim queries and insurer audits
* Management of the relevant compliance registers and folders, case files (complaints, breaches, etc.).
* Contribution to complaint management to ensure that all complaints are resolved within CPC timeframes, root cause identified
* Compliance reporting – Monthly MI on complaints, breaches, errors, subject access requests, call retrievals
* Contribution to error management to ensure that all errors are resolved within CPC timeframes, reported to CBI as appropriate and ensure that root cause is identified
* Any insights provided to customer facing teams as per the above reporting should improve the overall customer experience and capability of our teams. Monitoring and feedback will provide insight on areas for continuous improvement for the wider business
* Administration of the company accredited register
* Best practice workshops/training for Agents on complaint handling
The Candidate should have the following:
Minimum qualifications, experience & skills -
* APA qualified
* Minimum of 2 years experience in customer facing role
* Essential: Insurance and AA system training on core systems
* Experience of existing internal processes – for example Complaint process, Call Quality process
* Awareness of regulations e.g. CPC, GDPR, MCC, and of the Irish regulatory environment
* Should have good knowledge of all AA Insurance products and processes
* Excellent proficiency in all Microsoft Office software also essential (Excel, PPT)
Additional required key skills & attributes -
* Strong communication skills, both written and verbal.
* Attention to detail
* Excellent organisation and time management skills with the ability to prioritize workloads
* Ability to influence and work across all AA functions and levels
* Ability to work on own initiative
* A dynamic and driven individual who is highly adaptable and can thrive in a rapidly changing organization
* An excellent self-starter with the ability to own and drive their work independently while collaborating effectively where required internally
* A positive can-do attitude and someone who can bring innovative solutions to the table on any challenges that may arise
* A strong work ethic and highly committed individual with a proven track record of delivering successfully to deadlines
* Excellent drive, enthusiasm and commitment and a keen interest in developing their career
* Is resilient and can cope with high pressure work environment
* A highly organised individual with ability to plan and prioritise workloads effectively for maximum impact and adapt around changing priorities as required
* Individual with strong people skills who will be a role model for the AA's Core Values
About the AA
The AA (Ireland) is Ireland's premier motoring organisation, established over 110 years ago. Best known for AA Membership and roadside rescue, our trained mechanics in the AA Patrols fix 8 out 10 breakdowns on the side of the road, 24/7, 365 days a year.
In addition to our expertise on Irish roads we are also one of the country's leading insurance providers. Our track record of providing reassurance, support and innovative thinking is unrivalled, finding the cover that best suits our customers, at the best possible price. We provide AA Membership, AA Car Insurance, AA Home Insurance, AA Home Membership and AA Travel Insurance.
In 2020 the AA was purchased by Further Global Capital Management and is on an exciting growth and transformation journey. The AA currently employs approximately 720 employees.
More information on the AA is available on our website:
Job Types: Full-time, Permanent
Pay: €30,000.00-€35,000.00 per year
Work Location: Hybrid remote in Rathmines West, Dublin, CO. Dublin