Quality Assurance Specialist

5 months ago

Fleet, United Kingdom CHL Mortgages Full time

**Description**:
We are looking for an experineced Quality Assurance Specialist to join us on an intiatal 6 month fixed term contract. The quality assurance specialist will be responsible for ensuring the quality of the service delivery to customers across all operational teams.

**Key Responsibilities**:

- Maintain and deliver Quality Assessment of all Operational staff ensuring delivery of excellent customer service throughout the customer experience.
- Complete Key Control testing on Operations RCSA
- Assess compliance and adherence to the TCF policy, and all other regulatory requirements.
- Assess the effectiveness of the identification and ongoing treatment of vulnerable customers.
- Using the Call Management system assess the Quality of telephone contact via monthly remote telephone monitoring.
- Review the vulnerable customer journey ensuring a satisfactory customer outcome.
- Evaluate the scale of the sample under review on an individual basis, working with both Team Leaders and Managers to review each individual’s requirements.
- Recommend appropriate level of ongoing quality assessment review.
- Work closely with the Team Leaders to Identify skills gaps and recommend appropriate training.
- Complete and present results of QA on all staff to department Team Leader / Manager.
- Provide documented evidence of training and development needs where relevant.
- Complete the required documentation (Cussats) with detailed, relevant and fair assessments of individual staff members monthly or as required.

**Skills Knowledge and Expertise**:

- At least 2 years mortgage industry_ _experience.
- Knowledge of regulatory requirements and best practice methodologies
- Full working knowledge of all Operational Policies and Procedures.
- Personal presence, good presentation skills and confident communicator at all levels.

**Benefits**:

- 25 days holiday per annum
- Up to 15% annual discretionary bonus based on performance
- Company pension scheme - up to 9% company contribution
- 1 x Paid charity days
- Cycle to work scheme
- Charity payroll giving
- Long service awards and extra holiday
- Healthcare cash plan
- Life assurance cover x 4
- Online discounts and gym memberships
- Enhanced paternity and maternity pay
- Access to Smart Hive by Bravo Benefits giving you full access to all your benefits + additional discounts

**About CHL Mortgages**:
CHL Group provides bespoke third-party loan servicing solutions for a variety of asset classes across the UK. The CHL Group consists of 3 companies, CHL Mortgages, CHL Mortgages for Intermediaries and Landmark Mortgages. We have vast experience in the UK mortgage market encompassing a range of services. We currently service c.30,000 of mortgage assets on behalf of third-party clients and manage several standby contracts for mortgage and bridging finance clients.

Founded in 1990 CHL Group has grown to over 180 colleagues with offices in Fleet, Hampshire and Skipton, Yorkshire. We have grown to become one of the market leaders in specialist mortgages and the Buy-to-Let markets.

We are always on the lookout for talented, dedicated and motivated colleagues to drive the business forward and provide the best outcomes for our clients, investors and customers. We provide an excellent benefit package, competitive salary and excellent work environments where colleagues can learn, develop and progress

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