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Quality Assurance Analayst

4 weeks ago

Northampton, United Kingdom Nationwide Building Society Full time

**Contract Type**: Permanent
- **Ref**: R00AOR03040
- **Closing Date**:07 September 2023

We have several exciting opportunities to join our Quality Checking (QC) Team within Collections & Recoveries. This is a great opportunity for someone who wants to make a difference, working as part of a team primarily undertaking call and case assessments to check that colleagues are operating competently in adherence with the Society’s policies, standards, and processes.

QC is a critical control activity in supporting the delivery of good customer outcomes and in this role, you will be required to use your knowledge and skills to:

- identify development needs so that appropriate feedback, training, and support can be provided to enable colleagues to remain competent in their role.
- identify improvements in processes to drive efficiencies and a best-in-class member experience.

**What you’ll be doing**:
Completing call and case assessments in line with the Quality Checking Guidelines to ensure the appropriate policies and procedures have been followed and a good outcome reached,
- Identifying development needs so that appropriate feedback, training, and support can be provided to enable colleagues to remain competent in their role,
- Providing clear and concise feedback to enable any necessary remediation to take place,
- Tracking outputs from evaluations to ensure all corrective actions are completed,
- Supporting continuous improvement by reporting trends and potential improvements that could be made to process and/or the member journey.
- Managing your own workloads to ensure checks are completed within Service Level Agreements,
- Providing support in the collation and reporting of QC outputs/trends when required,
- Providing support in reviewing and updating the QC framework and guidelines when required.

**About you**:
As a minimum requirement you’ll have:

- Great attention to detail
- Excellent communication skills both written and verbal
- Experience in a customer focused role
- MS Office skills including Word and Excel
- Proven ability to work to deadlines and manage your own workload day to day to meet SLA’s

It would be nice if you also had:

- Specialist experience within Collections & Recoveries
- Experience of Quality Assurance

**The extras you’ll get**:
There are all sorts of employee benefits available at Nationwide, including:

- A personal pension - if you put in 7% of your salary, we’ll top up by a further 16%
- Up to 2 days of paid volunteering a year
- Life assurance worth 8x your salary
- A great selection of additional benefits through our salary sacrifice scheme
- Access to an annual performance related bonus
- Access to training to help you develop and progress your career

Gympass - Access to a range of free and paid options for health and wellness.
- 25 days holiday pro rata

**Why work at Nationwide**:
We’re a building society founded by ordinary people, our members, who came together to help each other get the most from their money, buy homes and save for their futures. For over 130 years, we’ve supported each other and our communities, and we’ve done the right thing for wider society too.

If you come to work here at Nationwide, you’ll be part of that. Part of something a bit different. And something really quite special.

**What to do next**:

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