Quality Assurance Specialist

4 weeks ago

Epsom, Surrey, United Kingdom Toyota Financial Services, KINTO and KINTO JOIN Full time
Job Description

Job Title: Quality Assurance Specialist

Job Summary: We are seeking a highly skilled Quality Assurance Specialist to join our team at Toyota Financial Services, KINTO and KINTO JOIN. As a Quality Assurance Specialist, you will be responsible for ensuring the quality and standard of work undertaken by customer-facing functions, adhering to company policies and procedures, and delivering good customer experiences and outcomes.

Key Responsibilities:

  • Assessing the performance of a team of agents with an operational business area
  • Carrying out monitoring activities as set out in the Company Quality Assurance framework
  • Collating results from monitoring activities, providing data to enable effective information flow, challenge, and root cause analysis
  • Analysing and reporting trends with Quality Assurance Manager
  • Playing a part in the identification of learning and development needs across business areas
  • Working with teams to improve quality and prompting their ability to deliver good customer outcomes
  • Driving change and continuous improvement using the Toyota Ways of Working (TWOW) framework
  • Staying ahead to ensure a good knowledge of policies and procedures within the relevant business areas

Experience and Skills:

  • 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

Attributes and Behaviours:

  • Attention to detail
  • Multi-tasking
  • Ability to work to tight deadlines
  • Positive attitude
  • Adaptable to change
  • Team player
  • Good listening skills
  • Empathetic

Benefits:

  • Hybrid work pattern is 2 days in the office and 3 days from a location of your choice
  • Access to attractive car schemes for you (& your family) for Toyota & Lexus cars
  • Excellent pension scheme (up to 6% employee contribution and 15% employer contribution)
  • Generous annual leave of 25 days which increases with service and holiday purchase option
  • Private Medical Healthcare (single, partner/spouse and dependent children) with Digital GP Service
  • Group Income Protection cover with Aviva including physical, mental, and financial wellbeing services
  • Employee Assistance Program, & Eye tests
  • Onsite gym, Sports and Social Club, & flu jabs to keep you healthy
  • Cycle to Work Scheme
  • Wellbeing hour each month and many more initiatives throughout the year to encourage a healthy mind and body, and to raise awareness and celebrate diversity, equity and inclusion
  • Dress for your day policy to make you feel comfortable at work
  • Eco HQ, free parking & restaurant
  • Two volunteering days per year
  • Reward gateway voucher discounts
  • Flexible working scheme and we welcome flexible working conversations at interview
  • Regular 121s with your manager, a personal development review (PReview) each quarter
  • A wide range of learning & development opportunities including Linked In Learning courses
  • £250 contribution towards you learning something new outside of work
  • Annual events (e.g., summer party, BBQ & Xmas party) including Countdown to Christmas events every December – it is so much fun

Our Recruitment Process:

We value everyone and are pleased to be recognised as a Disability Confident Employer, which is a national standard that ensures our processes are accessible to all. We may use workable one-way video interviewing as part of our recruitment process. We'll provide you with some more information around this as you progress through the stages.

We follow a 1st and 2nd round interview process with a member of HR and the hiring Manager/s. The interview will be via Teams and/or Face to Face, so that we ensure you have the best experience. Everyone is unique, and that means what works for some may not work for everyone. When it comes to recruitment, please do let us know if we can adjust our process to be meet your accessibility needs.

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