Quality Assurance Officer

7 months ago

Sevenoaks, United Kingdom Blue Motor Finance Ltd Full time

**Customer Experience at Blue**

The customer experience team at Blue are responsible for completing testing around quality control and the end-to-end customer journey. The team ensures Blue are providing good customer outcomes whilst also adhering to policies and procedures. The team provide an integral insight into results and trends across the business, suggesting remedial activities as well as identifying risks and trends. The team is part of the wider Customer Management Department, however, does sit independently as part of the Customer Experience Team.

**Overall Purpose of the Role**

The purpose of this role is to conduct comprehensive and robust quality checks on work completed within different departments across Blue, assisting the Customer Experience Team Leader in identifying trends and risks, escalating issues for timely resolution, and supporting the creation of reports and remedial actions shared company wide.

**Key Responsibilities and Accountabilities**

Assess calls based on different call types, ensuring compliance with regulatory authorities (FCA) and accuracy in scoring.
- Assist the Customer Experience Team Leader in creating weekly and monthly reports outlining patterns, risks, and trends for higher management.
- Identify trends and risks in the business and escalate them via the Customer Experience Team Leader for timely resolution.
- Conduct calibration sessions with the compliance manager and contact centre team leaders to align assessments.
- Perform spot checks, offering guidance on emerging themes and trends, while ensuring thorough quality checks and identifying vulnerabilities in calls.
- Maintain required call sampling targets and timelines while creating high-quality call feedback summaries.
- Liaise with other areas of the business and internal teams for query resolution.
- Work closely with the Customer Experience Team Leader to manage workloads effectively and monitor call volumes within a set timeframe.
- Use analytical judgment skills to provide clear rationale on decisions and assess customer outcomes.
- Implement ongoing enhancements in processes and procedures aligned with business objectives.

**Compliance and regulation**

Develop and maintain a full understanding of the Companys compliance requirements (including the Financial Conduct Authoritys Conduct Rules) and act in accordance with the standards, instructions in, and the spirit of those requirements.

Act to deliver good outcomes for our customers and understand how this requirement specifically applies to your role at Blue.

**Person Specification**

Excellent understanding of current FCA regulations.
- Proficient in fostering effective relationships across all levels, with strong interpersonal skills and a deep understanding of customer importance. Confidently interfaces with customers, regulators, and external agencies.
- Essential to have a strong understanding of consumer duty, outcome testing, and cross-cutting rules.
- Comfortable identifying and raising issues, particularly where driving good outcomes for customers are concerned.
- Good team player, flexible and able to work on own initiative.
- Appreciates the importance and delivers accuracy and attention to detail.
- Demonstrates a sense of urgency and good work ethic.
- Ability to work with competing deadlines and priorities.
- Resilient, not derailed by a setback and returns to a high level of performance quickly.
- Comfortable and competent with MS Office.

**Additional Requirements**

This document is neither contractual nor exhaustive and may be amended to meet the needs of the business. Where possible this will be done in consultation with the job holder.
- From time to time, and within reason, you may be required to carry out tasks that fall outside of your positions remit.
- From time to time, and within reason, you may be required to work outside of your standard contracted hours.
- As part of your on-going development, you may be required to undertake training in order to meet the requirements of your role.
- Due to our remote location and lack of public transport it is suggested that you are a driver and can get to our offices in Sundridge, Sevenoaks.

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