Quality Assurance Specialist

7 days ago

Epsom, Surrey, United Kingdom Toyota Financial Services Corporation Full time
Job Title: Quality Assurance Specialist

Join Toyota Financial Services Corporation as a Quality Assurance Specialist and play a crucial role in ensuring the delivery of good customer outcomes and adherence to company policies and procedures.

About the Role:

This is a 12-month fixed-term contract position, and you will be responsible for assessing the performance of a team of agents within an operational business area. You will carry out monitoring activities as set out in the Company Quality Assurance framework, collate results, and provide data to enable effective information flow, challenge, and root cause analysis.

You will work closely with teams to improve quality and enhance their ability to deliver good customer outcomes. You will also identify learning and development needs across business areas and drive change and continuous improvement using the Toyota Ways of Working (TWOW) framework.

Key Responsibilities:
  • Assessing the performance of a team of agents within an operational business area.
  • Carrying out monitoring activities as set out in the Company Quality Assurance framework.
  • Collating results from monitoring activities and providing data to enable effective information flow, challenge, and root cause analysis.
  • Working with teams to improve quality and enhance their ability to deliver good customer outcomes.
  • Identifying learning and development needs across business areas.
  • Driving change and continuous improvement using the Toyota Ways of Working (TWOW) framework.
Requirements:
  • Knowledge in the Financial Services/Consumer Credit sector working in regulated environments.
  • Solid experience in a Quality Assurance/Control function.
  • Customer Service experience.
  • Great communication skills.
  • Data analysis and MI production.
  • Understanding of SLAs and KPIs.
  • Proficiency in Microsoft Office applications.
What We Offer:
  • A full Toyota Financial Services Induction.
  • Provide a great learning opportunity to develop the core skills required to excel in the role.
  • Give you the space and opportunity to be your whole self at work.
  • Foster a learning culture, providing you with clear and constructive feedback, and encouraging you to do the same.

We are committed to creating an inclusive and diverse workplace. If you require any adjustments to our recruitment process, please let us know. We are happy to review any adjustment on a case-by-case basis.

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