Quality Assurance Specialist

5 days ago

Manchester, United Kingdom MMA Digital Full time
Quality Assurance Assessor Job Overview

MMA-Digital is seeking a highly skilled Quality Assurance Assessor to join our team. As a Quality Assurance Assessor, you will play a critical role in ensuring the compliance of our call centre operations with the Financial Conduct Authority's (FCA) regulatory framework.

Key Responsibilities
  • Assess calls to ensure they are compliant with FCA regulations, identifying risks, patterns, and trends.
  • Work closely with the existing Quality Assurance Assessor to manage workloads and ensure timely completion of assessments.
  • Collaborate with the Head of Compliance and contact centre team leaders to ensure consistent and fair assessment approaches.
  • Conduct compliance spot checks and provide feedback on themes and trends.
  • Develop and implement ongoing enhancements to compliance procedures, ensuring alignment with business objectives.
  • Monitor compliance of outgoing emails, webchat, SMS, and WhatsApp.
Requirements
  • Background working in an FCA-regulated environment is essential.
  • Self-driven and proactive approach to assessing calls.
  • Excellent planning and organisational skills.
  • Strong attention to detail.
  • Ability to communicate effectively and provide constructive feedback.
  • Ability to adapt in a fast-paced environment within a growing business.

MMA-Digital is the digital marketing agency of choice for the legal sector in the UK, working with over 100 law firms.

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