Quality Assurance Officer

2 weeks ago

Leamington Spa, United Kingdom Wright Hassall LLP Full time

Wright Hassall LLP

Full time

Permanent

**Key Contribution Areas**
- Score a set number of calls and perform account reviews on agents within the debt recovery department
- Side by Side and coaching with key underperforming individuals and conducting internal call calibrations and feedback sessions.
- Provide feedback to Team Leaders and work with them to address quality and underperformance issues
- Draft responses to complaints and log all relevant information
- Management of breaches and incidents
- Maintain all other department logs and trackers
- Audit preparation
- Document and maintain all processes and procedures within the compliance function
- Conduct Conflict checks within the collections department
- Liaise with Clients for reporting, DSAR, Complaints and other
- Respond to firm wide queries on compliance issues on anti-money laundering legislation and other regulatory requirements
- To assist in other tasks to assist the Head of Risk and Compliance where required
- To provide third line independent control checks
- Any other duties within the scope and spirit of the post as required

**Technical Capability**

Excellent knowledge of debt collection rules and regulations (including FCA and DPA)- Excellent Microsoft Office skills, specifically Word and Excel**Desirable**
- Ideally previous experience in a compliance, audit or quality environment**People Focused**

Ability to develop strong and effective working relationships at all levels with clients, colleagues and third parties; able to adapt communication style to different audiencesActively supports an environment where individuals are encouraged to work collaboratively and evidences respect for the contributions made by all team membersConfident, positive attitude, self-starter, proactive, flexible and resilient- Display smart and professional business behaviors**Results Orientated**

Customer focused; be proactive as well as reactive, demonstrating experience of identifying effective solutionsOrganised, systematic, prioritise a demanding workload, work under pressure and- to deadlinesProblem solving skills: an ability to exercise effective judgement skills and decision makingDemonstrate commercial awareness, initiative and resourcefulness**Quality and Compliance**

Excellent attention to detail to ensure an accurate and quality output; deliver a high standard of workEnsure that all interactions are carried out with the highest ethical and professional standards; ensuring compliance with the firms’ policies and procedures**Continuous Improvement**

Identify opportunities to improve practices and process, and be adaptable to the implementation of changeProactive approach to learning and self-development to keep skills and knowledge relevant and current**Communications**

The ability to listen, express and articulate information effectively at all levels internally and externallyExcellent communication (verbal and written) and interpersonal skills**Benefits**

We offer a competitive salary and excellent benefits package; including 22 days annual leave (rising to 25 days) in addition to bank holidays, a bonus scheme, pension, life assurance, training and development, healthcare scheme, subsidised gym membership, an active social committee and free on-site car parking.Wright Hassall values the differences and advantages that a diverse workforce brings to the firm and is committed to ensuring that all applicants are valued as individuals and treated with respect and fairness.**We are a 2023 Circle Back Initiative Employer - we commit to respond to every applicant**
- Maintain, enhance and evidence a robust compliance culture within a Debt Recovery team and firm wide.**Salary**
- Competitive

**Hours**
- 36.25

**Benefits

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