Quality Assurance

8 months ago

London, United Kingdom Hampshire Trust Bank Full time

Hampshire Trust Bank is a specialist bank, staffed by experts focused on helping UK businesses realise their ambitions. Our dedicated Asset Finance, Development Finance, Wholesale Finance and Specialist Mortgages divisions ensure that businesses receive the outstanding service, lasting relationships, integrity and expertise they need to prosper.

We also provide savings accounts to individuals and businesses and since we lend only to businesses, our savers can be sure their money will be used to boost the British economy.

The bank is authorised by the Prudential Regulation Authority and regulated by the Prudential Regulation Authority and the Financial Conduct Authority.

**Our Values and Behaviour**

All members of the HTB team are expected to demonstrate values and behaviour that underpin everything that we believe in

**Customers matter**
- We listen to our customers
- We value customer relationships over transactions
- We strive to deliver what customers want, when they want it, how they want it
- We prioritise customer outcomes over corporate expediency

**We deliver**
- We approach everything we do with discipline and set high standards
- We do more with less and embrace change
- We are fanatical about financial rigour and risk discipline
- We execute consistently with speed and accuracy
- We constantly strive to improve

**Integrity without compromise**
- We always aim to do the right thing - we don’t duck hard choices
- When we make a mistake we own up and fix it
- We are open and honest in all our communication
- We treat innovation and fresh thinking as an opportunity not a threat

**People Power**
- We are a meritocracy
- We empower people and make them accountable
- We encourage our people to learn and grow
- We challenge each other honestly & constructively
- We work as a team
- We know diversity makes us stronger
- We celebrate success

**Position**:
To provide assurance testing and risk management support across customer operations.

**Requirements**:
**Qualifications and Experience**
- Previous experience in a QA role/complaints role
- Exceptional attention to detail, rigour and accuracy
- Proficient using Microsoft Office tools (especially Excel & PowerPoint)
- Excellent written skills
- Understanding of complaint regulatory requirements

**Competencies and Attributes**:

- Good planning, organising and interpersonal skills
- Self-awareness and resilient
- Portrays risk awareness through curiosity and questioning
- Willing to learn and develop new skills
- A self-starter with a high level of initiative and professionalism
- A team player willing to go beyond the norm to deliver to exemplary standards.

**Other information**:

- Ensure the required monthly, quarterly & annual assurance checks across operations are completed
- Conduct quality assessments of calls and written activity to identify training needs and best practice.
- To assist in the collation of reporting QA activity and results
- To ensure all records of QA checks are maintained in an accurate and timely manner
- Support with management of risk events, complaints and corrective action plans as required.
- Complete complaint investigations and draft final response letters
- Identify training needs, control gaps or failings and feedback to manager /relevant business area.

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