Quality Assurance Specialist
2 months ago
MMA Digital, a leading digital marketing agency for the legal sector, is seeking a highly skilled Quality Assurance Specialist to join our team.
Key Responsibilities- Assess calls and identify risks, patterns, and trends to ensure compliance with regulatory authorities, including the Financial Conduct Authority (FCA).
- Work closely with the existing Quality Assurance Specialist to manage workloads, ensure effective time management, and monitor call volumes within a timely framework.
- Collaborate with the Quality Assurance Specialist to create weekly and monthly reports for senior management, highlighting patterns, risks, and trends.
- Conduct accurate call assessments, ensuring a consistent and fair approach to scoring.
- Participate in calibration sessions with the Head of Compliance and contact centre team leaders to ensure assessments are aligned.
- Conduct compliance spot checks and provide insights on themes and trends.
- Develop and implement ongoing enhancements to compliance procedures, ensuring alignment with business objectives.
- Monitor the compliance of outgoing communications, including emails, webchats, SMS, and WhatsApp.
- Previous experience working in an FCA-regulated environment is essential.
- A self-driven and proactive approach to assessing calls is required.
- Excellent planning and organizational skills are necessary.
- Strong attention to detail is essential.
- Effective communication and feedback skills are required.
- Ability to adapt in a fast-paced environment within a growing business.
MMA Digital is a digital marketing agency of choice for the legal sector in the UK, working with over 100 law firms.
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