Quality Assurance Evaluator

3 weeks ago


Manchester, United Kingdom MMA Digital Full time

Quality Assurance Evaluator Overview

MMA Digital is seeking a dedicated and detail-oriented individual to enhance our Quality Assurance team. The ideal candidate will possess experience in a regulated setting, specifically in evaluating communications within the framework set by the Financial Conduct Authority (FCA). The primary role involves evaluating calls, identifying risks, and analyzing patterns and trends.

Key Responsibilities

Core Duties

  • Evaluate calls across various types related to inquiries about potential claims, ensuring compliance with regulatory standards established by the FCA.
  • Collaborate closely with the current Quality Assurance Evaluator to manage workloads effectively, ensuring timely monitoring of call volumes.
  • Support the existing quality assurance evaluator in generating weekly and monthly reports for the Call Centre Manager, Compliance Manager, and Learning and Development Manager, highlighting key patterns, risks, and trends.
  • Conduct thorough assessments for each call reviewed, maintaining a consistent and fair scoring approach.
  • Facilitate calibration sessions with the Head of Compliance and contact center leaders to ensure alignment in assessments.
  • Perform compliance spot checks and provide insights on emerging themes and trends.
  • Oversee the implementation of continuous improvements in compliance procedures, ensuring alignment with organizational objectives.
  • Monitor compliance across various communication channels, including emails, web chats, SMS, and WhatsApp.
Qualifications

Essential Skills and Experience

  • Experience in an FCA-regulated environment is crucial.
  • A proactive and self-motivated approach to call assessment.
  • Exceptional planning and organizational abilities.
  • Meticulous attention to detail.
  • Effective communication skills, with the ability to provide constructive feedback on assessments.
  • Flexibility to adapt in a dynamic and fast-paced business environment.

MMA Digital stands as the premier digital marketing agency for the legal sector in the UK, collaborating with over 100 law firms.



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