Quality Assurance Supervisor

7 months ago

Leeds, United Kingdom Age Partnership Full time

**Job role**:
Quality Assurance Supervisor (Wealth Management)

**Reports to**:
Quality Assurance Manager

**Location**:
Leeds

**Package**:
Up to £33,000 depending on experience plus benefits package

**Hours of work**:
37.5 hours per week. Hours of work will be flexible and dictated by the needs of the business, therefore it is expected that the successful applicant will work those hours necessary to successfully discharge the duties of the role.

**About the Role**:
**Overview**:

- Assess the ongoing competence of existing Wealth Management colleagues through regular call and file monitoring.
- To support the progression of Wealth Management Financial Planners advising on pensions (predominately) and investments and Specialists (offering our non⁠-⁠advised service) from their initial induction through to competent status.
- Identify and meet training needs and support colleague development as appropriate through a variety of methods including call and file monitoring primarily but also coaching and training and workshop delivery.
- Establish the effective implementation of call and file standards to support productive and compliant Wealth Management colleagues and helping develop them to reach their full potential.
- Monitor adherence to the T&C scheme and report any issues and/or risks to the QA Manager.

**Key Outputs**:
Monitoring and Record Keeping
- Determine whether call and file standards are met through feedback sessions.
- Identify training requirements and/or risks.
- Provide feedback to individuals as appropriate and support improvement through coaching, with a view to maintaining consistently positive outcomes from business audits.
- Highlight areas where internal standards are not being met and investigate root cause and trends to enhance processes where necessary and drive standards forward.
- Provide support to Managers where individuals are identified as needing to move into a more intense supervisory regime by working with the individuals to assist in the successful completion of the development plan.

General
- Act as a source of technical support and knowhow.
- Helping to ensure a compliant approach and that positive customer outcomes are embedded within all activities as a matter of course.
- Keep up⁠-⁠to⁠-⁠date with business objectives and priorities.
- Any additional ad⁠-⁠hoc duties that may be required from time to time. This includes providing support with other areas of the business such as equity release when the business need dictates.

**About us**:
**Not your typical financial services firm**:
Established in 2004, Age Partnership has held true to its pledge to improve the markets in which we operate for the benefit of customers. We do this by delivering world⁠-⁠class customer experiences, continually innovating and embracing digital technology to make dealing with the company both efficient and engaging.

At Age Partnership we accept nothing other than being the best at what we do, and this objective is reinforced by an environment in which colleagues are encouraged to engage, to learn and to flourish. Significant in⁠-⁠house training and development facilities and empowerment of colleagues are just a couple of components that have helped this culture to thrive.

We strive in becoming a household name that is synonymous with excellence. Added to this we want to work, collaborating with all our partners and suppliers to enable our customers benefit from the relationship. It sounds simple but it needs to be worked on to achieve.

**Our Values**:
**Customer first**:

- Be Respectful Treat customers and colleagues at all levels with dignity and respect.
- Show awareness Be aware of how your actions and behaviours affect customers, colleagues and the business.
- Go Above & Beyond Always aim to exceed expectations, giving your very best to every customer and colleague.

**Raise the bar**:

- Embrace Change Treat change as an opportunity to improve, welcoming new ideas and ways of working.
- Commit to Development Take responsibility for your personal development and that of the business.
- Be Proud & Lead By Example Take pride in yourself and your work, acting as a positive role model for others.

**Do the right thing**:

- Be Accountable Take responsibility for your actions and learn from any mistakes.
- Keep Your Promises Do what you say youll do, when you say youll do it.
- Be Courageous & Honest Speak up for what you believe in and welcome the opportunity to give and receive constructive feedback.

**Win together**:

- Collaborate & Share Be generous with your time and ideas, working with and for the wider team.
- Appreciate others Recognise the contribution made by every colleague to the success of our business.
- Focus on Solutions Show resilience and determination, focusing on the solution not the problem.

**The person**:
**Overview**:
Approachable, organised individual with a proven ability to embrace and develop a culture of colleague improvement an

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