Quality Assurance Specialist

3 hours ago


Manchester, United Kingdom MMA Digital Full time

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

Job Description:

We are seeking a highly motivated and skilled Quality Assurance Specialist to join our team. As a key member of our compliance department, you will play a vital role in ensuring the quality of our services and maintaining our reputation as a trusted partner for law firms.

Key Responsibilities:
  • Assess calls based on a range of different call types relating to enquiries for potential claim types to ensure they are compliant with regulatory authorities, including the Financial Conduct Authority (FCA).
  • Work closely with the existing Quality Assurance Specialist to agree workloads and ensure that time is managed effectively and the correct volumes of calls are monitored within an effective timeframe.
  • Conduct calibration sessions with the Head of Compliance and contact centre team leaders to ensure that assessments are aligned.
  • Identify patterns, risks, and trends in call data and provide recommendations for improvement.
Requirements:

To be successful in this role, you will need:

  • A background working in an FCA-regulated environment is essential.
  • Excellent planning and organisational skills.
  • Strong attention to detail.
  • The ability to communicate effectively and provide constructive feedback.
  • A self-driven and proactive approach to assessing calls.

The salary for this position is estimated to be around £45,000 - £60,000 per annum, depending on experience.



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