Quality Assurance Specialist

3 weeks ago

Chester, Cheshire, United Kingdom Specialist Motor Finance Limited Full time

Quality Assurance Specialist - Competitive Salary - Hybrid Work Environment

Specialist Motor Finance Limited provides tailored hire purchase solutions to clients who may not qualify for traditional financing options through a network of automotive introducers.

Founded in 2014, we have established a strong reputation for delivering a diverse range of products, ensuring prompt decisions during the application process, and fostering a collaborative relationship with our clients throughout the duration of their agreements.

Employee Benefits:

· Up to 8% contributory pension plan

· Employee referral incentive, £600 Love2shop voucher

· Access to Perks at Work

· Recognition awards for exceptional performance

· Income protection coverage

· Employee of the Year recognition

· Long Service awards

· Discretionary annual bonus

· Life insurance coverage

· Discounted gym memberships

· Flexible working arrangements

· Training and examination sponsorship

· Employee assistance program

· Paid volunteer opportunities

· Option to purchase an additional 5 days of annual leave

· Social engagement events

Role Overview:

This position is part of the Quality Assurance division within the Learning and Development Team.

The Quality Assurance Specialist serves as a vital link between the Quality Control department and the Operational Teams for which monitoring samples are conducted.

Reporting directly to the Learning & Development Manager, the QA Specialist will collaborate across Operations to ensure monitoring standards, manage QA scores, report call statistics, address disputed scores, and maintain Fail Registers.

While this role does not involve direct line management, the ability to influence various business stakeholders is crucial for promoting consistency within the expanding QA Team framework (including QA completion, scorecard development, management information reporting, consistency meetings, and customer journey evaluations).

Key Responsibilities:

  • Conduct first line of defence QA monitoring
  • Provide QA process support to team members
  • Generate reports on frontline QA outputs
  • Perform comprehensive reviews of complaint processes
  • Facilitate resolution of departmental challenges regarding individual fail register reporting
  • Exemplify CQM standards to enhance QA/Ops team collaboration
  • Identify and report on departmental trends
  • Coordinate coaching sessions with various departments (in consultation with L&D Manager)
  • Assist with one-on-one call coaching
  • Lead CQM workstream meetings
  • Continuously improve QA forms and scorecards
  • Oversee customer journey reviews and prepare related presentations
  • Conduct second line of defence monitoring
  • Champion quality call recognition initiatives across Operations

Qualifications for Success:

  • Proficient in compiling feedback and conducting reviews with staff across all functions.
  • Strong influencing and stakeholder management abilities
  • Excellent time management skills, particularly regarding personal workstream deadlines.
  • Coaching and process support experience with departmental staff and QA colleagues
  • Proficient in scorecard development
  • Experience in leading meetings and producing follow-up summaries/reports

The selected candidate is expected to adhere to the standards outlined in Consumer Duty and comply with The Conduct Rules, which establish the minimum behavioral expectations for individuals in their roles at Specialist Motor Finance Limited.

These standards include:

  • Acting with integrity.
  • Exercising due skill, care, and diligence.
  • Being open and cooperative with regulatory bodies.
  • Prioritizing customer interests and treating them fairly.
  • Observing proper market conduct standards.
  • Delivering positive outcomes for retail customers.

Explore this opportunity to contribute to our team.

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