Quality Control Consultant
2 weeks ago
**Salary**: From £25938-£32422
**Who are Diligenta?**:
Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.
**The Opportunity**:
Due to internal progression and ongoing business expansion, we are looking for a Quality Control Consultant to join our team. We are currently implementing a new Quality Framework across the Customer facing operation, so this is an exciting time to join the team.
As a Quality Control consultant, you will be responsible for the delivery of quality monitoring across our Front Office areas with a focus on both customer outcomes & experience.
**You'll be**:
- Working collaboratively in the delivery of Quality Control activity which is focused on managing our risk, good customer outcomes and great customer experience.
- Assessing customer interactions and/or process outputs, to ensure policies and standards are adhered to and fair outcomes are delivered to customers in line with the Quality Framework
- Identifying, from the assessment of customer interactions and process steps, any remedial action that is required and tracking this through to completion
- Providing constructive feedback to support the development of colleagues particularly where areas for development have been identified
- Building close working relationships, gaining credibility and providing an appropriate level of review, challenge, and influence primarily to colleagues carrying out customer interactions or process outputs
- Maintain & develop business awareness, including technical & regulatory knowledge across key department processes
- Contribute to regulatory risk management across Customer Operations teams identifying risks and supporting the business in implementing improvements in practice where possible
- Contribute as appropriate to regulatory risk management across Customer Operations, driving improvements in practice where possible
- Have financial services operational experience, particularly in a Quality or Risk role
- Can demonstrate sound knowledge of Quality Control principles in a customer facing/ financial services organisation
- Excellent communication & interpersonal skills
- Are results focused with a strong work ethic
**The Perks**:
- We offer 25 days holiday (plus bank holidays)
- Eligibility for an annual discretionary bonus scheme
- A contributory company pension scheme
- Excellent employee wellbeing and assistance support programmes
- A range of employee discounts saving you money on anything from your weekly food shop, to holidays, electrical goods and financial services
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