Quality Monitoring Officer

3 months ago

Ipswich, United Kingdom Link Group Full time

**Overview**

You will be responsible for delivering independent, objective and consistent measurement of quality standards and for investigating internally identified errors and potential errors with a possible financial or reputational implication for BCM Global and/or its’ multiple Clients. The role is responsible for upholding and enforcing quality standards as defined by the business and its’ Clients. We investigate and provide oversight of customer accounts to ensure the correct outcomes are reached for the Client, their customer and BCM Global; delivering excellent service and fostering a culture of continuous improvement.

**Key Accountabilities and main responsibilities**
- Monitor and check work output for quality purposes and provide both verbal and documented feedback for the individual and Team Leader.
- Organise workload to meet regulatory and operational requirements.
- Use calendar to allocate time for analysis, preparation for and delivery of coaching events or quality meetings.
- Set and agree clear, realistic goals or objectives on action plans using SMART format for record keeping and follow-up purposes.
- Monitor the completion of Exception Reports by the Servicing functions and compile the QC Return Summary for review by the management team.
- Evaluate Quality performance of individuals coached to assess if incremental improvement targets have been achieved.
- Attend Team Leader/Team meetings to share team and individual successes, common errors and examples of how to address to increase quality scores.
- In partnership with Servicing Team Leaders, conduct side by side coaching events on individual development areas.
- Support the business in the implementation of change from a Quality perspective.
- Engage with individuals formally and informally regularly, to identify how development actions are progressing, provide help and guidance, motivate and inspire to exceed Quality target.
- Keep abreast of all new procedures by spending time in each of the different departments to assess how they are being implemented.
- Monitor effectiveness and fitness for purpose of documented quality controls within the Servicing functions, making recommendations for improved preventative and detective controls where appropriate.
- Willingness to take on added responsibility and challenge current work procedures and processes with a view to continual improvement.
- Be actively involved in projects as required.
- Undertake ad-hoc tasks as required.

**Experience & Personal Attributes**
- Excellent communication - written and verbal
- Analytic thinker, investigative skills and problem solver
- Ability to make considered and reasoned decisions based on facts
- Flexible and adaptable in attitude and approach
- Ability to build rapport and maintain strong working relationships
- Ability to work as an effective team member - be co-operative, mentor, counsel and support others
- Ability to provide and receive constructive feedback in a positive manner, to support your own and others’ development
- Ability and willingness to take ownership and see a task through to completion
- Efficient Time Manager with the ability to adhere to set deadlines
- Experience in using Microsoft Office packages

We are the experts in providing efficient administration and innovative financial solutions. We have over €90bn of assets under management and over 115,000 loans under management. Our clients include a range of financial service organisations, from banks, pension funds and insurers to private equity firms. We operate in regulated markets across multiple European jurisdictions.

We provide a range of administrative services relating to the monitoring and repayment of asset-backed debt, allowing our clients to manage their debt and underlying assets effectively. Our services span all stages of the debt life cycle from origination to performing & non-performing loan and asset management across multiple debt classes. We provide jurisdictional centres of excellence and undertake management of full banking operations, transforming core and non-core banking activities.

Banking & Credit Management is a leading independent servicer and we are highly rated by both Standard & Poor’s and Fitch for both our commercial and residential servicing capabilities.

Link Group is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of the Link Group journey and together we will achieve our full potential.

We treat all individu

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