About the Job
As our new Quality Assurance Auditor, you will undertake QA reviews across our first line operations, ensuring that customer service agents in our Sales, Complaints and Customer Service teams are delivering fair customer outcomes and adhering to all regulatory requirements.
Your keen eye for detail will help improve our service delivery and define best practices across our consumer operations.
Responsibilities of the Quality Assurance Auditor include :
You will undertake Quality Assurance (QA) reviews in accordance with the QA framework and the QA plan and that findings and outcomes are communicated effectively
You will ensure the required number of reviews are completed in line with the QA plan, and to the required quality, maintaining robust records of the reviews undertaken and the rationale for the outcome
You will make sure that regulatory requirements are understood and taken into account when undertaking reviews, and that non-
adherence to these is identified and recorded appropriately
You will identify and celebrate outstanding customer service and identify weaknesses / gaps in policy and procedures, which may result in unfair customer outcomes and take action to ensure that areas of concern are addressed at the earliest opportunity
You will actively maintain and enhance your own knowledge of current and forthcoming regulatory requirements and identify process improvements and first-class practices
You will identify and raise any systemic issues and failures identified through QA activity
You will work in conjunction with the Senior Quality Assurance Manager to drive new initiatives that will improve customer and regulatory outcomes
Required Skills :
You will have prior experience busy customer service environment with a focus on the customer journey and experience
You will be able to demonstrate working knowledge of financial regulations such as FCA, TCF, KYC and the Data Protection Act
Good Microsoft Office skills and an understanding of CRM systems
Preferred Skills :
You will have previous experience working in a Quality Assurance environment
Knowledge of the role of credit reference agencies in the consumer lending sectors and the key risks to consumers inherent in their activities
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.