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Quality Assurance Specialist

2 months ago

Chester, Cheshire, United Kingdom Specialist Motor Finance Limited Full time £30,000
About the Role

The Quality Assurance Specialist will play a crucial role in ensuring the quality of our services at Specialist Motor Finance Limited. This position sits within the Quality Assurance cluster of the Learning and Development Team.

Key Responsibilities
  • First line of defence QA monitoring
  • QA process support for other staff in the cluster
  • Frontline QA output reporting
  • End to end review of complaint journey
  • Arbitration on departmental challenges on individual fail register reporting across cluster
  • Role model CQM standards for QA/ Ops teams relationship
  • Key identifier of departmental trends and report accordingly
  • Liaise with departments to organise coaching
  • Support with 121 call coaching
  • Lead CQM workstream meetings
  • Continuously maintain and develop QA forms and scorecards
  • Lead customer journey review and complete subsequent slide
  • Second Line of defence monitoring
  • Lead quality call recognition across Operations
Requirements
  • Ability to compile feedback and confidently review with staff across the whole function.
  • Strong influencing skills
  • Strong time management skills especially with own workstream deadlines.
  • Strong stakeholder management skills
  • Coaching and process support skills with both departmental staff and QA colleagues
  • Scorecard development skills
  • Experience leading meetings and creating follow up summary notes/ reports
Consumer Duty and Conduct Rules

The successful candidate will be required at all times to act within the standards expected within Consumer Duty and comply with The Conduct Rules which set the minimum standard of individual behaviour expected when carrying out a role at Specialist Motor Finance Limited.

These rules include:

  • You must act with integrity.
  • You must act with due skill, care and diligence.
  • You must be open and cooperative with the FCA, the PRA and other regulators.
  • You must pay due regards to the interests of customers and treat them fairly.
  • You must observe proper standards of market conduct.
  • You must act to deliver good outcomes for retail customers.