Quality Assurance Consultant, Complaints Resolution

2 weeks ago

Stirling, United Kingdom M&G plc Full time

At M&G our purpose is to help people manage and grow their savings and investments, responsibly. As a business, we are continuing to take steps towards a sustainable future, delivering better long-term solutions for our customers and clients and identifying new opportunities to make a positive impact for our environment and communities. To help us achieve our vision we’re looking for exceptional people who live our values of care and integrity and who can inspire others; embrace change; deliver results and keep it simple.

We will consider flexible working arrangements for any of our roles and also offer work place accommodations to ensure you have what you need to effectively deliver in your role.

The Role:
Quality Assurance within complaint handling for Wealth and Platform complaints is about ensuring all of our risks and controls are managed to the right quality and followed throughout the department. We need to create a framework for all controls and embed this within our business.

As a Quality Assurance Consultant you will be responsible for assessing the controls established across Customer Savings & Investment (potentially including oversight of outsourced providers) and rectifying any gaps, ensuring our risks and issues are mitigated and we are compliant. This includes assessing the quality of the key processing activity (cases) to ensure customers receive the appropriate outcomes.

Key Responsibilities
- Risk and Issue monitoring, reviewing and updating
- Reviewing our controls and developing a framework consistent with industry standards
- Ensuring compliance with Consumer Duty
- Reviewing Data Retention requirements
- Reviewing Data storage processes
- Restructuring electronic drives and data
- Communication and implementation of changes to processes and letters
- Review of communication processes for effectiveness
- Development of our KRIs, recognising trigger points and measuring tolerances
- Conduct quality and trend analysis on the results of quality assurance activity and regularly report to management with recommendations for action where appropriate
- Conduct thematic reviews and oversee the remediation of issues identified, communicating requirements and outcomes with stakeholders in the business and support functions, and driving appropriate conclusions
- Complete quality assurance case reviews against the case quality assurance framework and feedback results as appropriate

Key Knowledge, Skills & Experience
- Working within administration environments within financial services
- Conducting assurance activities within a regulated environment
- Operational processes, procedures and regulations (Including complaint handling)
- Contact centre/telephony environments
- Regulated sales environment, processes and procedures
- Quality and Risk Assurance frameworks
- Report writing
- Stakeholder management
- Providing face to face feedback on quality of work

Ideally experience of
- Experience of system migrations
- Control testing
- Data retention methodology
- Data structures

Job Level: Experienced Colleague

Closing Date: 16 May 2023

We have a diverse workforce and an inclusive culture at M&G plc, underpinned by our policies and our employee-led networks who provide networking opportunities, advice and support for the diverse communities our colleagues represent. Regardless of gender, ethnicity, age, sexual orientation, nationality or disability we are looking to attract, promote and retain exceptional people. We also welcome those who take part in military service and those returning from career breaks.

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