Quality Assurance Specialist

4 weeks ago

Cheadle, Staffordshire, United Kingdom Together Full time
Position Overview

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 established process guidelines, regulatory standards, and company policies. You will evaluate the complete customer journey and Consumer Duty expectations during the QA process, ensuring that equitable and consistent customer outcomes are achieved, which are sustainable over time.

Key Responsibilities
In this role, you will be expected to:

  • Conduct Quality Assurance activities in accordance with productivity benchmarks.
  • Maintain subject matter expertise regarding business procedures to guarantee precise and 'right first time' QA evaluations.
  • Exhibit consistent decision-making and offer constructive feedback to colleagues to enhance their skills and improve customer outcomes.
  • Identify significant risks, trends, and areas for enhancement, ensuring that both 'best practices' and common findings are communicated to team members.
  • Appropriately escalate any major regulatory or procedural violations.
  • Recognize and report deficiencies in business processes that adversely affect customer outcomes or operational efficiency.
  • Complete scorecards succinctly, highlighting identified risks and necessary corrective actions.
Qualifications

Essential

  • 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

  • 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.
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 gym facilities.
  • Discounts at local bars and restaurants.

Together Money values diversity and inclusion, proudly maintaining an equal opportunity workplace. We celebrate and support differences, valuing our colleagues for their unique backgrounds, perspectives, and skills.

We are committed to ensuring you have a positive 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.

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