Quality Assurance Specialist

7 days ago

Epsom, Surrey, United Kingdom Toyota Financial Services, KINTO and KINTO JOIN Full time
Job Title: Quality Assurance Specialist

Join Toyota Financial Services, KINTO and KINTO JOIN as a Quality Assurance Specialist and contribute to the delivery of good customer outcomes.

About the Role

We 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
What You'll Gain
  • 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
What You'll Own
  • 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
Key Experience and Skills
  • 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
How We Will Support You
  • 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
Attributes and Behaviours
  • 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. If you require any adjustments or support during the process, please let us know.

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