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Senior Field Services Quality Assurance Officer
3 months ago
Offered Salary:
UP TO £40,000 DOE
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Sector: Financial Services
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Benefits: Up to 20% bonus
- As part of Perch Group, Verify offers marketleading, dataled services across the whole debt lifecycle from debt purchase and collections to litigation and reconnection, we have access to indepth data science and analytics which gives us enhanced insight and accuracy for more cost effective and impactful field activity.
Verify, are revolutionising the way utilities providers, financial services, SMEs and others gather accurate data on and interact with customers in arrears.
You will be responsible for overseeing and assessing the quality and standards of the field activity conducted by the group sub entity - Verify.
The role will act as an extension of the wider group Quality Assurance Team, the Senior QA Officer will achieve monthly oversight targets, deliver accurate MI and ensure high standards of performance by the Regional Managers and Verify QA Officer.
The Senior Officer will also drive continuous improvement through the Verify business and in line with the standards of the wider group.
The Senior Officer will achieve this through working with management responsible for wider QA to plan and align standards/targets, as well as collaborating with the Operational first line to ensure regular calibration.
Accountabilities
- Ensure that appropriate numbers and variation of sampling is conducted each month across all field agents and all required activities. This should be across Regional Managers and any additional resource utilise to bolster the first line oversight.
- Responsible for oversight and allocation of work to meet, daily, weekly, and monthly targets including offshore resource.
- Ensure that appropriate oversight is conducted over the Regional Managers to validate the strength of the first line oversight.
- Identifying, documenting and overseeing any instances of remedial action required once each sample has been completed including, to ensure good outcomes for customers.
- Ensuring that quality sampling adequately assesses both the fairness and effectiveness of the task / process.
- Conducting all quality assessments in line with the associated policies, processes and training and identifying any areas which may need updating/ amending.
- Regularly reviewing agent and activity results with Senior Management to assess any short, medium
- Responsible for mentoring and coaching newly trained staff to hit performance and quality measures. Also responsible for identifying and managing underperformers and provide intensive coaching to help them achieve company targets and individual goals.
- Supporting with the use of Quality Assurance results feeding into Performance Management as well as Learning and Development.
- Taking a flexible approach to Ad Hoc tasks requested.
- Continuous process improvement working with the team and wider business, searching for ways to increase the efficiency and quality of all processes / procedures.
Experience of Field Servicing (desirable but not essential).
- Strong experience of working with excel and outlook.
- Experience of working with PowerBI or other QA management systems (desirable but not essential).
- Experience of working in a fastpaced working environment with accuracy is essential.
- Must be very analytical and be able to produce, read and highlight trends within various data sets.
- Strong analytical skills and the ability to recognise what is relevant and important.
- Good organisational and time management skills resulting in the ability to prioritise tasks to meet tight deadlines.
- Strong computer literacy including working experience on Microsoft Office.
- Highly motivated, accurate, methodical, and able to prioritise effectively.
- Strong sense of responsibility and urgency to deliver results.
- Flexible, approachable and have a positive attitude.
This role will be 5 days based in the office.
We are offering between £30,000 and £40,000 as a basic salary based on experience.
About Us:
Company Description
Perch Group are a market-leading group of companies, incorporating debt purchase, collections, litigation and reconnection services n the UK, spanning the entire debt lifecycle.
Perch Group build long-term partnerships by servicing a wide range of debt types over a variety of sectors, to deliver good outcomes for their customers.
Based in Blackpool, Manchester and Skipton, Perch Group is experiencing significant growth on the back of a management buyout in 2022 and noteworthy investment thereafter.
Why We Exist
At Perch Group, our vision is clear: to lead the UK debt purchase and collection industry by harnessing cutting-edge technology to drive ethical, efficient and data-driven debt reso
