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Quality Assurance Specialist
3 months ago
Company Overview
Together is a leading property finance organization with a dynamic and entrepreneurial culture. Established in 1974, we are based in South Manchester and have grown to a team of over 750 dedicated professionals. Our mission is to assist individuals and businesses in realizing their property goals by providing tailored financial solutions.
We take pride in our straightforward approach to lending, offering a variety of mortgage and secured loan products to those often overlooked by traditional lenders. Our customers are at the heart of our operations, and we strive to transform challenges into opportunities, making their property aspirations achievable.
We seek talented individuals from diverse backgrounds who are passionate about collaboration and customer-centric service, forming a uniquely effective team.
Role Overview
As a Quality Assurance Specialist, your primary responsibility will be to perform Quality Assurance (QA) activities aimed at ensuring optimal customer outcomes by adhering to established process guidelines and regulatory standards. You will assess the overall customer experience and Consumer Duty expectations during QA activities, ensuring that fair and sustainable customer outcomes are consistently achieved.
In this role, you will be expected to:
Conduct Quality Assurance evaluations in accordance with productivity standards. Maintain expert knowledge of operational procedures to ensure precise and effective QA assessments. Exhibit consistent decision-making and offer constructive feedback to colleagues to enhance their skills and improve customer outcomes. Identify key risks, trends, and areas for enhancement, sharing best practices and common findings with the team. Appropriately escalate any significant regulatory or procedural violations. Recognize and report deficiencies in operational procedures that affect customer outcomes or organizational efficiency. Complete scorecards succinctly, noting any identified risks and necessary corrective actions.Required Qualifications
Essential
High standards of customer service excellence. Proficiency in Microsoft Word, Excel, and Outlook. Ability to provide feedback in a professional and constructive manner. Exceptional attention to detail. Strong decision-making capabilities. Proven ability to organize and prioritize workload while meeting targets and deadlines.Preferred Qualifications
Experience in the Financial Services sector. Relevant professional qualifications (e.g., CeMAP). Solid understanding of FCA expectations and Consumer Duty outcomes. Familiarity with Quality Assurance processes and a culture of continuous improvement. Knowledge of SharePoint and InfoPath.Additional Information
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 insurance. Critical illness coverage. Health cash plan. Private medical insurance. Complimentary access to company holiday homes. Travel season ticket loans. Cycle to work scheme. Free access to local gyms. Discounts at local bars and restaurants.Together is committed to diversity and inclusion, and we are proud to be an equal opportunity employer. We celebrate and support differences, valuing our colleagues for their unique contributions. We are dedicated to creating a team that reflects a variety of backgrounds, perspectives, and skills.
We prioritize your experience with us at Together. If you require any reasonable adjustments to facilitate your experience, please inform us, and we will do our utmost to accommodate your needs.
Please be aware that all successful candidates will undergo relevant employment reference, financial, and criminal record checks.
