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Financial Services Quality Assurance Assessor

1 month ago

Cardiff, United Kingdom yolk recruitment Full time

Quality Assurance Assessor

A Quality Assurance Assessor position has become available based in the centre of Cardiff This position is full time in the office 9 - 5:30 the right person for the role could potentially be doing this position currently, that would like a change. Your primary responsibility will be to conduct contact monitoring assessments within the Contact Centre for both the Sales and Service Departments, ensuring compliance with the Quality Assurance Programme.
As an advocate for performance quality and a champion of excellence, you will provide clear and factual feedback to help agents enhance customer experiences and meet regulatory requirements.
You will ensure the accuracy of quality monitoring reports and promptly identify any potential risks to customers.Evaluate Customer Contacts: Conduct assessments in line with the Quality Assurance Programme, recognising strengths and identifying areas for improvement or corrective action.
Ensure monitoring output is precise and concise, facilitating effective feedback from managers to agents.
Identify Call Trends: Detect adverse call trends or drivers and report these to the QA Team Leader and Operations Manager.
Analyse Performance Data: Use management information (MI) to spot performance trends and gaps, discussing improvement plans with relevant managers.
Stay Informed: Keep up-to-date with regulatory, procedural, and product changes that affect customer contact and the Quality Assurance Programme.
Highlight Regulatory Issues: Raise any issues that could impact regulatory compliance and the company's internal procedures.
Be open and honest with the regulatory body.
This list of duties is not exhaustive and may be revised by Senior Management as needed.

Strong planning and organisational abilities
Proficiency in Microsoft Office, particularly Excel, is preferred
Previous experience as a Quality Assurance Assessor is preferred

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