Quality Control Analyst
3 days ago
This role ensures that the quality monitoring framework is effectively implemented and that issues relating to quality and compliance are addresses in a manner that is consistent with the company's overall strategy. You will do this by checking work toensure policy and procedures are followed to a high-quality standard to ensure customers have a world class experience when making contact with the relevant department (Customer Services, New Business, Collections and Recoveries).
You will work closely with other departments around the business as well as our joint venture organisations.
This is a varied and interactive role where no two days are the same and will be joining a supportive team of advisors and are guided, trained, and developed by a dedicated team leader.
What you’ll be doing
- Carry out quality checks in line with the agreed standard checklists and provide feedback and results in the agreed format
- Monitor performance ensuring that employees are FCA compliant and meet the required quality standards, providing support and guidance where weaknesses are identified
- Highlight any employees who fail to meet minimum quality standards to the appropriate Line Managers via consequence management
- Resolution of queries in a timely and efficient manner
- Monitor administration process and PPI case handling process within the department making suggestions for improvement where necessary
- Working closely with the Quality Control Team Leader to ensure quality standards are maintained and improved.
- Accustomed to working under pressure, achieving targets set, prioritising workload to achieve tight deadlines and displaying a proven track record in delivering results
- Deal with or escalate any identified risks in relation to our risk policies and/or legislative and regulatory guidelines in accordance with the company's group risk framework
What we’re looking for
- Proven track record in successfully achieving objectives, particularly in respect of meeting quality and compliance elements of previous role
- Knowledge and experience of FCA requirements, specifically TCF guidelines
- Excellent attention to detail with a real passion for delivering exemplary customer service.
- Ability to work well under pressure and to tight deadlines
- Highly organised and possess strong planning skills
- Receptive to change
- Adequate computer literacy and numeracy skills
- Good verbal and written communication skills
- Strong interpersonal skills
- A team player, whilst also being able to work autonomously
- Previous experience and knowledge of Customer Services, Customer Relations, Collections, Recoveries and New Business is desirable
- Previous experience of quality monitoring - either from a dedicated quality role or as part of another role is desirable
- Quality Control / Audit Experience is desirable
The hours of work are Monday - Friday 9am - 5pm
Salary is £23,600 per annum
The role will require you to work permanently in the office until the end of your probation period and then come into the office 2-3 days a week.
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