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Quality Assurance Specialist
3 months ago
Company Overview
Together is a leading provider in property finance, characterized by our entrepreneurial mindset. Established in 1974, we are based in South Manchester and have grown to a team of over 750 dedicated professionals. Our mission is to assist individuals and businesses in realizing their property goals by making finance accessible and effective.
We take pride in our pragmatic approach to lending, offering a diverse range of mortgage and secured loan products tailored for those often overlooked by traditional lenders. Our customers are at the forefront of our operations, and we strive to transform challenges into opportunities, ensuring their property aspirations become a reality.
We are eager to welcome individuals from various backgrounds who are passionate about collaboration and committed to placing our customers at the center of our efforts – this begins with our uniquely diverse team.
Role Overview
As a Quality Assurance Specialist, your primary responsibility will be to execute Quality Assurance (QA) activities aimed at guaranteeing positive customer outcomes by ensuring compliance with process guidelines, regulatory standards, and company policies. You will assess the entire customer journey and Consumer Duty expectations while performing QA activities, ensuring that fair and consistent customer outcomes are achieved and maintained over time.
In the role of Quality Assurance Specialist, you will be expected to:
- Conduct Quality Assurance activities in accordance with productivity benchmarks.
- Maintain subject matter expertise regarding business procedures to ensure precise and accurate QA assessments.
- Exhibit consistent decision-making and provide constructive feedback to colleagues to enhance their skills and improve customer outcomes.
- Identify key risks, trends, and areas for enhancement, sharing both best practices and common findings with team members.
- Appropriately escalate any significant regulatory or procedural violations.
- Recognize and report deficiencies in business processes that adversely affect customer outcomes or operational efficiency.
- Complete scorecards succinctly, emphasizing identified risks and necessary corrective actions.
Required Qualifications
Essential
- High standards of customer service excellence.
- Proficiency in Microsoft Word, Excel, and Outlook.
- Ability to deliver feedback in a professional and constructive manner.
- Exceptional attention to detail.
- Strong decision-making capabilities.
- Proven ability to plan and organize workload while meeting targets and deadlines.
Preferred Qualifications
- Experience in the Financial Services sector.
- Relevant professional qualification (CeMAP).
- Solid understanding of FCA expectations and Consumer Duty outcomes.
- Background in Quality Assurance activities and a culture of continuous improvement.
- Familiarity with SharePoint and InfoPath.
Additional Information
Benefits of Working at Together
- 26 days of annual leave, plus a day off for your birthday (increasing with service to 30 days), in addition to bank holidays.
- Options to buy and sell holidays.
- Discretionary annual bonus.
- Matched pension contributions.
- Life assurance coverage.
- Critical illness insurance.
- Health cash plan.
- Private medical insurance.
- Complimentary access to company holiday homes.
- Travel season ticket loans.
- Cycle to work scheme.
- Free access to local gym facilities.
- Discounts at local bars and restaurants.
Together Money values diversity and inclusion, proudly maintaining an equal opportunity workplace. We not only welcome differences but celebrate and support them, valuing our colleagues for their unique identities.
We are committed to ensuring a positive experience for all candidates. If you require any reasonable adjustments to facilitate your experience, please inform us, and we will do our utmost to assist.
Please be aware that all successful candidates will undergo relevant employment reference, financial, and criminal record checks.
