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Quality Assurance Specialist
3 months ago
As a Quality Assurance Officer, your primary responsibility will be to perform Quality Assurance (QA) activities aimed at ensuring optimal customer outcomes by colleagues who adhere to process guidelines, regulatory standards, and company policies. You will evaluate the entire customer journey while considering Consumer Duty expectations during the QA process, ensuring that fair and consistent customer outcomes are achieved and maintained for the long term.
Key Responsibilities
In this role, you will be expected to:
- Conduct Quality Assurance activities in accordance with productivity standards.
- Maintain Subject Matter Expert (SME) knowledge of operational procedures to guarantee accurate and effective QA assessments.
- Exhibit consistent decision-making abilities and provide constructive feedback to colleagues to enhance their skills and improve customer outcomes.
- Identify key risks, trends, and areas for enhancement, ensuring that both best practices and common findings are communicated effectively with team members.
- Escalate any significant regulatory or procedural breaches as necessary.
- Recognize and report deficiencies in operational procedures that may negatively impact customer experiences or business efficiency.
- Complete scorecards succinctly, highlighting identified risks and required corrective actions.
Essential Skills
- High standards for Customer Service excellence.
- Proficient in Microsoft Word, Excel, and Outlook.
- Ability to deliver feedback in a professional and constructive manner.
- Exceptional attention to detail.
- Strong decision-making capabilities.
- Demonstrated ability to organize and prioritize workload while meeting targets and deadlines.
Desirable Skills
- Experience in the Financial Services sector.
- Relevant professional qualifications (e.g., CeMAP).
- Good understanding of FCA expectations and Consumer Duty outcomes.
- Experience in Quality Assurance activities and fostering a culture of continuous improvement.
- Familiarity with SharePoint and InfoPath.
Benefits of Working at Together
- 26 days of annual leave, plus a day off for your birthday (increasing with service to 30 days), in addition to bank holidays.
- Options to buy and sell holidays.
- Discretionary annual bonus.
- Matched pension contributions.
- Life assurance coverage.
- Critical illness insurance.
- Health cash plan.
- Private medical insurance.
- Complimentary access to company holiday homes.
- Travel season ticket loans.
- Ride to work scheme.
- Free access to local gyms.
- Discounts at local bars and restaurants.
Together Money values diversity and inclusion, and we are proud to be an equal opportunity employer. We celebrate and support differences, valuing our colleagues for their unique backgrounds, perspectives, and skills.
We are committed to ensuring a positive experience for all candidates. If you require any reasonable adjustments to facilitate your experience, please inform us, and we will do our utmost to accommodate your needs.
Please note that all successful candidates will undergo relevant employment reference, financial, and criminal record checks.
