Quality Assurance Specialist
4 weeks ago
Job Summary:
We are seeking a diligent and self-motivated Quality Assurance Specialist to join our Governance & Control Team. As part of this role, you will be responsible for conducting end-to-end customer outcome testing across various key journeys and business areas.
Key Responsibilities:
- Completing outcome testing across multiple customer journeys, products, and business areas
- Determining customer outcomes and articulating findings in a clear and concise manner
- Providing valuable feedback and insights to relevant business areas
- Supporting implementation of business improvements through active partnerships to enhance customer outcomes
- Contributing to calibration sessions to ensure consistency and accuracy
- Identifying remedial actions and ensuring appropriate activity is undertaken to rectify, record, and report
- Contributing to best practice standards, processes, and the Quality framework
- Managing workload to ensure appropriate samples are met weekly and monthly
Requirements:
- Previous experience in the Financial Services sector with a background in Quality Assurance, Customer Outcome Testing, or a customer-facing Insurance/Broking role
- Knowledge and experience of regulatory requirements, particularly Consumer Duty, DISP, IDD, Vulnerable Customers, and GDPR
- Exceptional written and verbal communication skills
- Ability to exercise sound judgment when determining customer outcomes, considering individual case characteristics
- Ability to identify and communicate areas of improvement in an actionable way
- Passion for delivering good customer outcomes
- Diligent and conscientious approach to tasks and priorities
- Strong organisation and time management skills
- Problem-solving and decision-making skills
Diversity and Hybrid Working:
We care about our people and are committed to diversity and creating an inclusive culture that drives success. We have introduced hybrid working to encourage a healthy work-life balance. The successful candidate will be based in our York office, working up to 2 days per week.
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