Quality Assurance Officer

2 days ago

Pudsey, United Kingdom Lantern Debt Recovery Services Full time

**Quality Assurance Officer**
- **Salary - up to £TBC**:

- **Bonus - up to 10% of salary**:

- **Flexible working (Hybrid office/ home working)**:

- **Benefits: Healthcare/ life assurance plan/ Perkbox/ gym discounts/ retail discounts/ free on-site parking**:

- **Long term incentive scheme**:

- **31 days holiday (incl: public holidays) - rising to 33 with service**

**Who are we?**

We’re a market leader in acquiring and managing vulnerable customers, helping them to find an affordable solution and sustainable pathway to clearing their outstanding debts. Having built a solid reputation for being the specialist in our sector, we’ve won some pretty impressive GOLD standard awards over the last several years from Investors in People and Investor in Customers.

**What will you be doing?**

You’ll be joining a friendly Quality Assurance team, reporting to the Customer Relations and Quality Assurance Manager and you’ll be responsible for:

- Monitoring Lantern’s written and verbal customer communications and providing accurate and clear assessments of the quality checks completed based on adherence to Lantern’s multi-channel scorecard.
- Providing an accurate summary of root cause for all quality monitoring fails.
- Identifying and appropriately escalating business risks to the manager and compliance team.
- Managing client audit preparation, including data collation of data and internal summaries of potential findings.
- Being confident in own ability to respond to and prepare responses to client feedback for manager review.
- Attending and actively participating in quality calibrations with peers.
- Leading and managing quality calibrations attended by Customer Service agents and operational managers.
- Providing timely updates for remedial actions completed by Customer Services for MI purposes.

**What you’ll need**
- ‘GCSE’ level standard or equivalent.
- A minimum of 2 years’ experience working within a collections or quality assurance role within a regulated activity.
- Knowledge of regulatory bodies (FCA, ICO).
- Clear and effective communication skills (written and verbal).
- Strong analytical skills.
- Effective facilitation skills.
- MS Office/365 working experience, including MS Teams.
- Strong organisational skills.
- Self-motivated and a strong ability to work collaboratively with different teams across the business.
- Excellent levels of attention to detail to ensure your work is accurate and of high quality.

Our values are rooted in honesty, empathy, and transparency - for our colleagues our customers and our clients. That’s why equality, diversity and inclusion are so important to us; because when we embrace different perspectives and give everyone the chance to be the best they can be, we can think in new, creative ways that grow and enhance our business.

**Job Types**: Full-time, Permanent

**Salary**: £22,000.00-£25,000.00 per year

Additional pay:

- Loyalty bonus
- Yearly bonus

**Benefits**:

- Casual dress
- Company events
- Life insurance
- On-site parking
- Store discounts
- Wellness programmes
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Pudsey: reliably commute or plan to relocate before starting work (required)

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