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FCA Quality Assurance Auditor
4 weeks ago
About the Role
We are seeking a highly skilled FCA Quality Assurance Auditor to join our team at Three. As a key member of our quality assurance team, you will be responsible for conducting regular audits to ensure our customer interactions meet regulatory requirements.
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.
About Three
Three is a big network for the little or life-changing connections that make life richer. Our brand embodies the strength of our network and how we can provide better connectivity every day for every customer.
Three UK was founded in 2003 to challenge the mobile industry, and now covers 99% of the UK outdoor population with its combined 3G and 4G network and carries 28% of mobile data traffic in the country (Enders Analysis). Three has more spectrum exclusively dedicated to 5G than any other UK mobile network, meaning our customers will benefit from an outstanding experience when using the next generation of mobile technology.
We are a Disability Confident Committed Employer. Need any reasonable adjustments? Let us know when you apply so we can support you throughout the interview process.
At Three we have a hybrid working arrangement in place as standard for office based employees, where employees work from a mix of office based location and working from their home in the UK to carry on their role.
