Quality Assurance Specialist
2 months ago
Job Title: Quality Assurance Specialist
Company: Specialist Motor Finance Limited
Job Type: Permanent
Location: Hybrid working (Chester site)
Job Summary:
We are seeking a highly skilled Quality Assurance Specialist to join our team. The successful candidate will be responsible for ensuring the quality of our products and services, and will work closely with our operational departments to identify and address any issues.
Key Responsibilities:
- Completion of 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 (Review with L&D Manager)
- 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:
- 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
What We Offer:
- Up to 8% contributory pension scheme
- Employee referral programme, £600 Love2shop voucher
- Perks at Work
- Above and Beyond awards
- Income protection scheme
- Employee of the Year
- Long Service awards
- Discretionary annual bonus
- Life assurance
- Discounted gym membership
- Flexible working
- Training and exam sponsorship
- Employee assistance programme
- Paid volunteer days
- Purchase additional 5 days annual leave
- Social events
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