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Apprenticeship Quality Assurance Officer
2 months ago
Location: Flexible working – both the option to work remotely and office based available.
Salary: £24,800 per annum
Job Type: Full-time
We are seeking a skilled Quality Assurance Officer to join our Quality Assurance team at Domestic & General Service GmbH.
The key responsibility of this role lies within evaluating and analysing customer interactions across various channels of communication in line with business processes and policies, identifying areas for improvement as well as any potential customer detriment which may require remedial action.
You'll deliver constructive feedback in a coherent manner to support continuous improvement and maintain excellence in telephone skills and product knowledge, ensuring we remain compliant with various regulatory bodies and deliver good customer outcomes.
About the role:
- Listen to and evaluate customer interactions, to ensure they are handled in a regulatory compliant manner, promoting good customer outcomes.
- Take responsibility for continuous personal development, driving performance through excellent knowledge and skills.
- Maintain a sound knowledge of regulatory compliance requirements, taking personal accountability for adherence to regulatory and compliance control procedures.
Quality Assurance is essential in ensuring that our products and services are assessed and processed accurately and consistently, to support an excellent experience for our customers. The role is also vital to ensure that we meet the requirements of the Financial Conduct Authority (FCA) and adhere to the Treating Customers Fairly (TCF) principles.
About you:
To be successful in this role, you will have:
- A proven track record of delivering customer focused outcomes in a fast-paced regulatory environment.
- Previous experience of working in Sales, Service or Quality Assurance.
- Experience of delivering to targets and taking ownership of individual performance.
- Good regulatory understanding of the FCA, GDPR, TCF principles, Complaints handling and the Financial Ombudsman Service.
This is a fantastic opportunity to be part of a high performing team whilst playing a crucial role within our Quality Assurance function.
