Banking Quality Improvements Officer

6 months ago

Solihull, United Kingdom Secure Trust Bank Full time

Our Customers are at the heart of everything we do and so the quality of our interactions with them are one of our highest priorities, ensuring we are continually exceeding expectations.

Our Quality Control Team is responsible for completing operational assurance activities across both our Vehicle Finance and Savings operational teams including the following:

- Employee evaluations - all call, administrative and digital service monitoring
- Governance - maintenance and control of operational policy, procedure and process maps
- System assurance and customer communications - ensuring systems are operating as expected and that letters and documentation are correct

**What you will do**

As part of the role, you will complete all call monitoring and case audits whilst supporting operational and process rigor testing. From your observations, the team will provide coaching and support to front line staff, constantly seeking to improve skills, competency and the quality of customer interactions and processes, supporting the wider Quality & Standards team, aiming for the ultimate objective of outstanding customer service evident from customer feedback and results against a set of customer KPI’s.

You will manage your own workload without supervision, identifying potential changes required to activity to constantly improve the customer outcomes and risk profile within Banking Operations.

**Key Responsibilities**
- Complete monthly call monitoring and case reviews without supervision
- Provide 1/1 coaching and support to front line staff on a regular basis
- Carryout call consistency meetings with internal parties
- Conduct live listening call audits and feedback to agents same day
- Proactively identify and propose potential improvements to customer experience and risk controls
- Provide constructive feedback to operational leadership through a monthly statistical pack
- Support colleagues at all levels to ensure product, compliance and soft skills standards are met
- Own key governance documents, proactively ensuring and updating them to align with day to day operations and communicating changes made to colleagues
- Highlight individual training needs where required and support the closing of skill gaps where required
- Take responsibility for maintenance of call monitoring and audit tools
- Provide support to new and post academy colleagues and input into mandate/accreditation program
- Respond positively and proactively to reasonable requests for additional activity as required

**What you will bring**
- Knowledge of quality assurance activity or audit and monitoring activity
- Front line experience in financial services
- Prioritization and planning of own workload
- Awareness of key risk drivers and key controls
- Evidence of stakeholder management skills
- Expertise in relevant product and operational processes

**How you will be rewarded**
- Our entry level salary is up to £25,000 per annum (depending on experience), you also get;
- Annual bonus scheme
- Life assurance
- Matched pension contributions
- 25 days annual leave plus bank holidays and your birthday off, on us
- A wellbeing hour to spend doing whatever makes you happy
- A wide range of flexible benefits from Cycle2Work to healthcare checks
- Free fruit and hot drinks throughout the day
- Paid volunteering days and matched charity fundraising
- Free parking

**Everyone is diff**erent. Everyone is valued**

We’re building one of the best banks in Britain. It’s what we’ve been doing since 1952 and in that time, we’ve learned that we’re more than the sum of our parts. We’re a strong Group because of our people. And all our people are different.

Every one of our employees brings unique talent, ability and perspective to their role.

That’s why Secure Trust Bank Group nurtures differences. We understand that we perform better because we’re not cast from the same mould. We actively embrace and celebrate diversity, work with leading industry bodies and support initiatives that reinforce our philosophy of giving you the freedom to be who you are.

We’re an award-winning bank providing savings accounts and lending services to over one million customers. We’re Secure Trust Bank Group. We embrace difference.

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