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Quality Assurance Specialist

2 months ago

Eccleston, United Kingdom Specialist Motor Finance Full time
About the Role

The Quality Assurance Specialist will play a crucial role in ensuring the highest standards of quality and compliance within the Learning and Development Team at Specialist Motor Finance.

Key Responsibilities
  • Completion of first-line defense QA monitoring to identify areas for improvement
  • Providing process support to other staff in the cluster to ensure seamless operations
  • Frontline QA output reporting to inform business decisions
  • End-to-end review of complaint journeys to identify trends and areas for improvement
  • Arbitration on departmental challenges related to individual fail register reporting across the cluster
  • Role modeling CQM standards for QA/ Ops teams relationship to promote consistency and excellence
  • Identifying departmental trends and reporting accordingly to inform business decisions
  • Liaising with departments to organize coaching and support for staff
  • Supporting with 121 call coaching to enhance staff performance
  • Leading CQM workstream meetings to drive quality and compliance initiatives
  • Continuously maintaining and developing QA forms and scorecards to ensure accuracy and effectiveness
  • Leading customer journey reviews and completing subsequent slides to inform business decisions
  • Second-line defense monitoring to ensure compliance with regulatory requirements
  • Leading quality call recognition across Operations to drive excellence and consistency
Requirements
  • Ability to compile feedback and confidently review with staff across the whole function
  • Strong influencing skills to drive change and improvement
  • Strong time management skills to meet deadlines and deliver results
  • Strong stakeholder management skills to build relationships and drive collaboration
  • Coaching and process support skills to enhance staff performance
  • Scorecard development skills to inform business decisions
  • Experience leading meetings and creating follow-up summary notes/reports
Consumer Duty and Conduct Rules

The successful candidate will be required to act within the standards expected within Consumer Duty and comply with The Conduct Rules, which set the minimum standard of individual behavior expected when carrying out a role at Specialist Motor Finance.

These rules include:

  • Acting with integrity
  • Acting with due skill, care, and diligence
  • Being open and cooperative with regulators
  • Paying due regard to the interests of customers and treating them fairly
  • Observing proper standards of market conduct
  • Acting to deliver good outcomes for retail customers