Quality Assurance Officer
2 days ago
**Quality Assurance Officer**
**Cardiff**
**Up to £25,000 - £30,000 + Early Finish on a Friday**
D&R Partners is happy to represent one of the UK's most reputable specialised Finance broker. Our customer has established themselves as the industry leader thanks to their common-sense approach to financing.
Our client enjoys turning challenges into opportunities, helping their clients to achieve their financial goals. Due to natural expansion, they are searching for a Assurance Officer / Compliance Officer to undertake key checks on Intermediaries and assessif they should be on-boarded to our clients panel.
**Objectives and Responsibilities for theQuality Assurance Officer Role**:
- Complete QA checks to meet regulatory requirements for mortgage experts in line with the business.
- Assessing customer outcomes and adherence to conduct rules
- Maintain an accurate log of all sampling activities in line with the T&C scheme and regulatory requirements, to provide an audit trail of teammate development and regulatory compliance
- Identifying any compliance/regulatory risks and reporting to the managers as and where necessary
- Monthly QA checks to monitor RFT and KYC measures making sure DIPs and submissions are timely and accurate
- Complete comprehensive file checks for all areas of the operation on a monthly basis and ensure all standards have been met
- Feedback results of QA checks real time to teammates in a constructive and positive manner on a one to one basis
- Identify training gaps and requirements collaborate with SM’s who will develop and conduct training plans/ training as appropriate
- Work closely with SM’s and manage own workload to achieve set targets
- Ensure service standards are met across the operation
- Coach the team to ensure they are on brand, in line with tone of voice and adhering to all company values
- Actively participating in call levelling sessions on a weekly basis
- Ability to demonstrate a commitment to Treating Customers Fairly
- Maintaining audit log of all monitoring activities complete
**Experience for theQuality Assurance Officer Role**:
- A minimum of 1 years’ experience in QA or Compliance
- You’ll have done this role or similar before, you’ll know the challenges and how to navigate them
- Strong knowledge of FCA advice requirements for mortgages and protection
- Experience of giving feedback and coaching for performance
- Confident and proactive approach to improve customer experience, quality metrics and drive efficiency gains
- You have brilliant communication and listening skills
- You are a self-motivator who can work at a fast pace
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