FCA Quality Assurance Auditor
4 weeks ago
About the Role
The FCA Quality Assurance Auditor will play a key role in ensuring Three's Contact Centre and Retail teams are meeting regulatory requirements while interacting with our customers. This involves conducting monthly audits on customer interactions to assess compliance with the FCA Compliance Framework.
Key Responsibilities
- Conduct quality audits against risk-based compliance model for customer interactions.
- Deliver key insights back to the business areas from the quality monitoring carried out.
- Ensure that the principles outlined in our internal QA Framework are delivered across our Operation, and work with our Quality partners in other areas to support the delivery of our QA Framework.
- Work with key stakeholders within the QA Teams and across the Three network.
- Conduct root cause analysis (RCA) to support continuous improvement on quality and performance.
- Provide feedback to improve performance in operational areas.
- Identify training needs together with providing guidance to less experienced staff.
- Participate and in some cases lead calibration sessions to maintain consistency across all areas.
- Support performance improvement interventions after identifying key themes.
- Opportunity to engage directly with our Customers to monitor compliance and gather key insights.
- Provide timely and comprehensive reporting, highlighting areas where criteria has not been met and identifying any trends and patterns in compliance levels against key regulations.
Requirements
- Experience in a quality assurance environment, ideally in a FCA regulated environment.
- Good understanding of the Ofcom and FCA quality assurance frameworks.
- Problem solving capabilities to create meaningful strategies to improve quality.
- Analytical skills to produce root cause analysis.
- Ability to work within a clearly defined set of regulations and standards.
What We Offer
- The salary range for this role starts at £24,960, the exact salary will differ by job and experience.
- Annual bonus.
- Great discounts with our perks for work scheme.
- Brand new smartphone and unlimited data plan.
- Great training courses and career development opportunities.
- Individual Private Medical Cover.
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