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 through a network of automotive introducers.

Founded in 2014, we have established a strong reputation for delivering a diverse product range, 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 initiative, £600 Love2shop voucher

· Perks at Work program

· Recognition awards for outstanding contributions

· 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 certification sponsorship

· Employee assistance program

· Paid volunteer opportunities

· Option to purchase an additional 5 days of annual leave

· Social events and gatherings

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 various Operational teams for which monitoring samples are conducted.

Reporting directly to the Learning and Development Manager, the QA Specialist will collaborate across Operations on monitoring standards, administration of completed QA scores, reporting of call statistics, addressing disputed scores, and managing Fail Registers.

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

Key Responsibilities:

  • Conduct first line of defence QA monitoring
  • Provide QA process support to other team members
  • Report on frontline QA outputs
  • Perform comprehensive reviews of complaint journeys
  • Facilitate arbitration on departmental challenges regarding individual fail register reporting
  • Exemplify CQM standards for QA and Operations team collaboration
  • Identify departmental trends and report findings
  • Coordinate coaching sessions with departments (in consultation with L&D Manager)
  • Assist with one-on-one call coaching
  • Lead CQM workstream meetings
  • Continuously enhance and develop QA forms and scorecards
  • Oversee customer journey reviews and complete subsequent presentations
  • Conduct second line of defence monitoring
  • Champion quality call recognition across Operations

Qualifications:

  • Proven ability to compile feedback and conduct reviews with staff across all functions.
  • Strong influencing and stakeholder management skills
  • Excellent time management skills, particularly with personal workstream deadlines.
  • Experience in coaching and providing process support to both departmental staff and QA colleagues
  • Proficiency in scorecard development
  • Experience leading meetings and creating follow-up summary notes/reports

The successful candidate will be expected to adhere to the standards set forth within Consumer Duty and comply with The Conduct Rules, which outline the minimum expected standards of individual behavior in their role at Specialist Motor Finance Limited.

Key Conduct Rules:

  • Act with integrity.
  • Demonstrate due skill, care, and diligence.
  • Be open and cooperative with regulatory bodies.
  • Consider the interests of customers and treat them fairly.
  • Uphold proper standards of market conduct.
  • Deliver positive outcomes for retail customers.

Interested in learning more? Explore this opportunity further.

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