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Customer Service Quality Auditor
3 months ago
**Salary**: From £20564-£25705
**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**:
We are currently looking for a motivated Customer Service Quality Auditor to join our growing Operations team. Working in partnership with the Team Manager, you will be responsible for delivering high standard, quality monitoring across the business. You will also play a key role in ensuring adherence to all internal and external regulatory, legal and industry obligations within the business area.
**You'll be**:
- Responsible for monthly/quarterly audit plan and maintenance of checklists and materials
- Responsible for audit checking, consistency and reviewing sample size requirements
- Providing Quality MI both proactively and when required to key stakeholders to support performance management
- Supporting the complaints area and individuals with 121 coaching sessions, relicensing and warmsite
- Supporting root cause, trend analysis and project activity
- Have previous experience working in the pension sector
- Possess knowledge of current legislation
- Data Protection Act, Compliance and FCA rules
- Have excellent auditing skills
- Are a strong communicator and skilled in stakeholder management
- Have previous experience building relationships
- Have strong time management and organisation skills
**The Perks**:
- 23 days holidays + 8 bank holidays
- Discretionary annual bonus
- Company pension scheme membership
- Gain professional accreditation on completion at no extra cost through our bespoke 24/7 professionally accredited online learning and development tools.
- Access to our Confidential Helpline is available to be used by you and your family
- Develop your career through a wider global organisation of the TCS family
