Payment & Refund Quality Lead

3 weeks ago

Leeds, United Kingdom Asda Full time

**Job Title**: Payment & Refund Quality Lead
***Location**: Britannia House
***Employment Type**: Full time
***Contract Type**: Fixed Term (Fixed Term)
***Hours Per Week**: 37.5
***Salary**:
Competitive salary plus benefits.

**Category**: Quality Assurance - SF
***Closing Date**: 17 June 2024

**“Everything about Asda”**

We are a values-led organisation. As such we encourage everyone to be open and honest. We work creatively and collaboratively, valuing everyone’s input.

Our collaborative culture, the size of our business and our belief in the empowerment of the individual means opportunities at Asda are abundant.

We conduct £300m worth of transactions every week. Our website handles over 2 million transactions a month. We have more than 145,000 dedicated Asda colleagues ensuring that our customers are at the heart of everything we do.

**“Everything you’ll love”**
- **Hybrid and flexible working** - everyone is looking for that work/life balance and Asda have it on point. Flexible working meaning you **work where it works** to meet both your needs and the business needs
- **Discretionary bonus** - Rewarding you for your hard work and efforts
- **Company Pension Scheme matched to a limit **- Looking forward to the future
- **Minimum 24 days annual leave per year plus 8 bank holidays** - Making sure you take time for your self and switch off
- **4 weekly pay** - which means you get an extra payday a year
- **Digital GP and Wellbeing sessions** - Asda genuinely cares so we create a culture where our people can perform at their best, the physical health and mental wellbeing of all our people is very important to us
- **Discount off your shopping at Asda and George** - with extra discounts running throughout the year - really makes a difference, saving the colleagues an average of £700 a year
- **Career development and apprenticeship and graduate schemes** - we want our colleagues to excel and grow with our business.
- **Free city centre parking** - you can also use it outside working hours

Plus, much more

**_“That’s more like it”_**

**“Find your role”**

We are on the lookout for a Payment and Refund Quality Lead on a 6 Month FTC

As a Payment and Refund Quality Lead you will be responsible for conducting and supervising others, in the quality assurance of payments and refunds via the ASDA portals into customer accounts. You will be accountable for ensuring all transactions completed comply with company standards. This role also involves analysing the effectiveness of processes and quality management systems. You will be working within a dedicated team to support in delivering exceptional customer support. The role requires excellent attention to detail, effective communication, compliance, and adherence to processes.

**Your Role**
- Conduct and supervise quality assurance activities to ensure products, systems, and materials meet required standards.
- Handle sensitive data with the utmost confidentiality and integrity, ensuring compliance with data protection regulations and company policies.
- Maintain meticulous records and documentation to support quality assurance and refund processing activities.
- Adhere to all company processes and procedures, ensuring compliance and operational excellence.
- Identify shortcomings in existing processes, systems and procedures, and ensure key stakeholders are informed to address promptly.
- Support team members in their understanding of what needs to be done, and how this relates to the broader business plan and Asda's strategy, mission and vision.
- Foster a culture of vigilance, accuracy, and continuous learning within the team.
- Identify, within the team, instances of non-compliance, reporting these and escalating issues as appropriate.
- Collate and analyse data to support accurate reporting of payment & refund activity.
- Involves working independently.

**“Let's find out about you”**

**Essential**:

- Attention to Detail
- Effective Communication & Collaboration
- Analytical Thinking and Problem-Solving
- Customer Service Orientation
- Technical Proficiency
- Data Handling along with compliance and adherence
- Innovation
- Time Management

**Desirable**:

- Industry Certifications
- Training and Development
- Contact Centre Background
- Leadership experience

“**_Find your everything at Asda” - bringing brighter living within everyone’s reach._**

**_We are passionate about creating a diverse and inclusive workforce, representative of the communities we serve, and are creating ways to inspire diverse talent to join Asda._**

**Work Where it Works**

Our hybrid way of working gives you the choice to work where it works. This enables you to chose where you’ll be the most effective. It offers a mix of working from home and in an office environment that works best for you and your team.
You will also get an excellent benefits package including;
Discretionary company bonus
- Company pension up to 7% matched
- 10% colleague

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