Quality Assurance Officer

3 days ago


Leamington Spa, United Kingdom Wright Hassall Full time

**Key Contribution Areas**

*
Score a set number of calls and perform account reviews on agents within the debt recovery department
- Side by Side and coaching with key underperforming individuals and conducting internal call calibrations and feedback sessions.
- Provide feedback to Team Leaders and work with them to address quality and underperformance issues
- Draft responses to complaints and log all relevant information
- Management of breaches and incidents
- Maintain all other department logs and trackers
- Audit preparation
- Document and maintain all processes and procedures within the compliance function
- Conduct Conflict checks within the collections department
- Liaise with Clients for reporting, DSAR, Complaints and other
- Respond to firm wide queries on compliance issues on anti-money laundering legislation and other regulatory requirements
- To assist in other tasks to assist the Head of Risk and Compliance where required
- To provide third line independent control checks
- Any other duties within the scope and spirit of the post as required

*
Technical Capability*

Excellent knowledge of debt collection rules and regulations (including FCA and DPA)
Excellent Microsoft Office skills, specifically Word and Excel
**Desirable**
Ideally previous experience in a compliance, audit or quality environment

*
People Focused*

Ability to develop strong and effective working relationships at all levels with clients, colleagues and third parties; able to adapt communication style to different audiences

Actively supports an environment where individuals are encouraged to work collaboratively and evidences respect for the contributions made by all team members

Confident, positive attitude, self-starter, proactive, flexible and resilient
Display smart and professional business behaviors

*
Results Orientated*

Customer focused; be proactive as well as reactive, demonstrating experience of identifying effective solutions

Organised, systematic, prioritise a demanding workload, work under pressure and
to deadlines

Problem solving skills: an ability to exercise effective judgement skills and decision making

Demonstrate commercial awareness, initiative and resourcefulness

*
Quality and Compliance*

Excellent attention to detail to ensure an accurate and quality output; deliver a high standard of work

Ensure that all interactions are carried out with the highest ethical and professional standards; ensuring compliance with the firms’ policies and procedures

*
Continuous Improvement*

Identify opportunities to improve practices and process, and be adaptable to the implementation of change

Proactive approach to learning and self-development to keep skills and knowledge relevant and current

*
Communications*

The ability to listen, express and articulate information effectively at all levels internally and externally

Excellent communication (verbal and written) and interpersonal skills

*
Benefits*

We offer a competitive salary and excellent benefits package; including 22 days annual leave (in addition to bank holidays), a bonus scheme, pension, life assurance, training and development, healthcare scheme, subsidised gym membership, an active social committee and free on-site car parking.

Wright Hassall values the differences and advantages that a diverse workforce brings to the firm and is committed to ensuring that all applicants are valued as individuals and treated with respect and fairness.

Please note this is an onsite role.

**Salary**: £21,125.00 per year



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