Quality Assurance Officer

4 weeks ago


Epsom, Surrey, United Kingdom Toyota Financial Services Corporation Full time
About the Role

We are seeking a highly skilled Quality Assurance Officer to join our team at Toyota Financial Services Corporation. As a Quality Assurance Officer, you will be responsible for ensuring the quality and standard of work undertaken by customer-facing functions, adhering to company policies and procedures, and delivering good customer experiences and outcomes.

Key Responsibilities
  • Assessing the performance of a team of agents within an operational business area.
  • Carrying out monitoring activities as set out in the Company Quality Assurance framework.
  • Collating results from monitoring activities providing data to enable effective information flow, challenge, and root cause analysis.
  • Analysing and reporting trends with Quality Assurance Manager.
  • Identifying learning and development needs across business areas.
  • Working with teams to improve quality and enhance their ability to deliver good customer outcomes.
  • Driving change and continuous improvement using the Toyota Ways of Working (TWOW) framework.
  • Staying informed to ensure a good knowledge of policies and procedures within the relevant business areas.
Requirements
  • Knowledge in the Financial Services/Consumer Credit sector working in regulated environments.
  • Solid experience in a Quality Assurance/Control function.
  • Customer Service experience.
  • Great communication skills.
  • Data analysis and MI production.
  • Understanding of SLAs and KPIs.
  • Proficiency in Microsoft Office applications.
What We Offer
  • A full Toyota Financial Services Induction.
  • Provide a great learning opportunity to develop the core skills required to excel in the role.
  • Give you the space and opportunity to be your whole self at work.
  • Foster a learning culture, providing you with clear and constructive feedback, and encouraging you to do the same.


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