Business Conduct Quality Monitoring

5 days ago

Brighton, United Kingdom Undisclosed Company Full time

My Client a large global brand is looking for an experienced Business Conduct Quality Monitoring / Testing Analyst on a initial contract basis. The role is Hybrid (3 days onsite) and Inside IR35.

The Business Conduct Program provides clear standards and governance for all customer facing interactions to ensure that our colleagues operate with the highest conduct standards, as individuals and as a team.

The specific role will report to the Business Conduct Program Director based in the UK.

Daily tasks would include -

  • Conducting monitoring of customer facing colleague interactions (Including phone calls, written communications and face - face interactions) to ensure that each interaction has been conducted in a compliant manner according to the business Enterprise Business Conduct Policy and standards.
  • Accurately recording outcomes of monitoring activities into a compliance database to drive management reporting.
  • Liaising with business sales and acquisition leaders reviewing cases of non-compliant behaviours identified for their direct reports

Monitoring consists of evaluating interactions against a defined set of compliance criteria to identify potential misconduct behaviours requiring further investigation or colleague management actions. Misconducts are defined as behaviours which

  • Mislead customers and prospective customers regarding business product features to the extent that they have insufficient or incorrect information which prevents them from making an informed decision about the most appropriate product or service for them
  • Use of aggressive tactics to apply undue pressure to customers or prospects
  • Falsification of applications / failing to secure express consent from customers or prospects to proceed with application for a new product or service
  • Attempting to manipulate incentive payments for personal advantage

Full training will be provided

Required skills and experience:

  • A background in a quality control, monitoring, testing or risk assessment is preferred
  • Attention to detail and ability to report outcomes to a high degree of accuracy (as results may impact colleagues' contracts and or financial payments accuracy is critical)
  • Strong Teamwork, Relationship & Communication skills.
  • Ability to self-manage workload and achieve monitoring targets particularly with the ability to balance efficiency and effectiveness.
  • An understand of sales operations would also be beneficial.

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