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Quality Assurance Specialist

2 months 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 for clients who may not qualify with traditional lenders through a network of automotive introducers.

Founded in 2014, our company has established a strong reputation for delivering a diverse range of products, ensuring swift 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 scheme

· Employee referral program with a £600 voucher

· Access to Perks at Work

· Recognition awards for outstanding contributions

· Income protection coverage

· Annual Employee of the Year award

· Long service recognition

· Discretionary bonuses

· Life insurance

· Discounted gym memberships

· Flexible working arrangements

· Training and examination sponsorship

· Employee assistance programs

· Paid volunteer days

· Option to purchase additional annual leave

· Social events and team-building activities

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 to oversee monitoring standards, manage QA scores, report call statistics, address disputed scores, and maintain Fail Registers.

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

Key Responsibilities:

  • Conduct first line of defense QA monitoring
  • Provide QA process support to team members
  • Generate reports on frontline QA outputs
  • Perform comprehensive reviews of complaint processes
  • Mediate departmental challenges regarding individual fail register reporting
  • Exemplify CQM standards for QA and Operations team collaboration
  • Identify and report departmental trends
  • Coordinate coaching sessions with departments (in consultation with the L&D Manager)
  • Assist with one-on-one call coaching
  • Facilitate CQM workstream meetings
  • Continuously enhance QA forms and scorecards
  • Lead reviews of customer journeys and prepare related presentations
  • Conduct second line of defense monitoring
  • Champion quality call recognition initiatives across Operations

Qualifications for Success:

  • Proficient in compiling feedback and conducting reviews with staff across all functions.
  • Strong influencing and stakeholder management abilities
  • Excellent time management skills, particularly in meeting deadlines
  • Coaching and process support expertise for both departmental personnel and QA colleagues
  • Experience in scorecard development
  • Proven ability to lead meetings and produce follow-up summaries/reports

The successful candidate is expected to adhere to the standards set forth within Consumer Duty and comply with The Conduct Rules, which outline the minimum expected behaviors when fulfilling a role at Specialist Motor Finance Limited.

These rules include:

  • Acting with integrity.
  • Exercising due skill, care, and diligence.
  • Being open and cooperative with regulatory bodies.
  • Considering customer interests and treating them fairly.
  • Observing proper market conduct standards.
  • Delivering positive outcomes for retail customers.

We look forward to your interest in this opportunity.