Quality Assurance Specialist
1 week ago
Join Toyota Financial Services, KINTO and KINTO JOIN as a Quality Assurance Specialist and contribute to the delivery of good customer outcomes.
About the RoleWe are seeking a skilled Quality Assurance Specialist to join our team. As a Quality Assurance Specialist, you will be responsible for assessing the performance of a team of agents with an operation business area, carrying out monitoring activities as set out in the Company Quality Assurance framework, and collating results from monitoring activities providing data to enable effective information flow, challenge and root cause analysis.
Key Responsibilities- Assessing the performance of a team of agents with an operation 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
- Playing a part in the identification of learning and development needs across business areas
- Working with teams to improve quality and prompting their ability to deliver good customer outcomes
- Driving change and continuous improvement using the Toyota Ways of Working (TWOW) framework
- Understanding operational processes across the customer journey
- Providing assurance and support to drive efficient proficiency of agents in business areas
- Building relationships across key operational and business assurance areas
- Data analysis to gain a good understanding of where improvement and development is required
- Delivering the outputs set out in the QA framework
- Carrying out regular checks within specific business areas to test the performance of the relevant team
- Providing feedback on findings
- Making recommendations for remediation to ensure the delivery of good customer outcomes
- Collating data to ensure a prompt, reactive and accurate flow of information
- 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 SLA's and KPI's
- Proficiency in Microsoft Office applications
- 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
- Attention to detail
- Multi-tasking
- Ability to work to tight deadlines
- Positive attitude
- Adaptable to change
- Team player
- Good listening skills
- Empathetic
We offer a range of benefits, including a competitive salary, up to 10% bonus, hybrid working, and a range of employee benefits. We are committed to creating a diverse and inclusive workplace and welcome applications from all qualified candidates.
Our recruitment process is designed to be accessible to all. We may use workable one-way video interviewing as part of our recruitment process. We'll provide you with some more information around this as you progress through the stages.
For this role, we follow a 1st and 2nd round interview process with a member of HR and the hiring Manager/s. The interview will be via Teams and/or Face to Face, so that we ensure you have the best experience.
We are happy to review any adjustment on a case-by-case basis, so please let us know how we can support you to be your best self.
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