Scuk Quality Assurance Assistant

4 weeks ago

Redhill, United Kingdom Santander Full time

SCUK Quality Assurance Assistant

Country: United Kingdom

**WHAT YOU WILL BE DOING**

Santander Consumer Finance is one of the UKs Leading Motor Finance companies and we are currently looking for a Quality Assurance Assistant to join the Regulatory Control team on a full time basis.

You will be at the heart of a companywide initiative to drive improvements in quality and compliance and streamline processes across the department in all contact centre functions. This will include providing support in delivery of first class, line 2, quality assurance over the activities of Customer Services (including Customer Relations) and Arrears Management.

**Responsibilities will include**:

- Responsible for carrying out monitoring activities across all operational functions in line with our Quality Assurance framework
- Be able to identify regulatory breaches and unfair customer outcomes along with detailed feedback and recommendations
- Responsible for identifying issues requiring improvement and potential risks along with relevant remedial actions tracking through to completion
- Responsible for highlighting training requirements and initiation of value-added activities to enhance customer satisfaction
- Work closely with key stakeholders to support performance improvement and monitor performance
- Ensuring that employees are FCA compliant and meet the required quality standards and providing support and guidance where weaknesses are identified
- Highlight any employees who fail to meet minimum quality standards to the appropriate Line Managers in a respectful and constructive manner
- Monitor call analysis, and complaint processes within operations making suggestions for improvement where necessary
- Achieving set targets, prioritising workload to achieve tight deadlines

**What we’re looking for**:

- Previous experience of working within FCA principles, TCH and businesses regulatory policies and procedures is essential
- A proven track record in successfully achieving objectives, particularly in respect of meeting quality and compliance elements of previous role
- Ability to work well under pressure and to tight deadlines
- Highly organised and possess strong planning skills
- Positive and enthusiastic approach
- Attention to detail
- Ability to use a range of analytical tools to identify and assure the level of quality delivered.
- Well developed IT skills
- Good verbal and written communication skills

**We have a range of benefits available which include**:

- Competitive salary of circa £26,000 dependant on experience
- 25 days holiday per annum, plus bank holidays
- Annual bonus based on personal and company performance
- £500 flexible benefit allowance
- Generous pension contributions
- Employee assistant programme
- Enhanced family friendly policies
- Sharesave scheme
- Discounts on high street brands
- Local retail discounts

**Equal Opportunities**

Santander Consumer Finance are an equal opportunities employer. Our customers come from a wide range of backgrounds, and so do our people. By reflecting and celebrating diversity in our workforce, we’ve created an inclusive culture, which adds real value to our business.

When we talk about diversity, we’re not just paying lip service. It’s too important. Everyone here is selected, promoted, and treated on their aptitude and skills to do the job, irrespective of their gender, age, disability, race, religion & belief, or sexual orientation. It’s a culture where everyone counts, in which the diverse range of backgrounds and perspectives makes us stronger and helps us retain talented people and develop them to their full potential.

**What are the next steps**:

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