Quality Assurance Compliance Specialist
1 week ago
About the Role
At Three, we're looking for a Quality Assurance Compliance Specialist to join our team. This role plays a vital part in ensuring that our Contact Centre and Retail teams are meeting regulatory requirements when interacting with our customers.
Key Responsibilities:
- Conduct monthly audits on customer interactions using the FCA Compliance Framework to ensure customers are receiving the right outcomes.
- Communicate meaningful and constructive feedback to Contact Centre and Retail staff to drive performance improvements.
- Produce reporting to present the results of your audits to keep senior management informed on our compliance performance and areas of opportunity to improve.
- Build strong relationships with stakeholders to ensure our outsourced partners and internal channels are calibrated and compliant to our FCA Compliance Framework.
- Work closely with Three's 2nd Line of Defence to actively maintain and enhance your knowledge of current and forthcoming regulatory requirements.
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.
- Able to work within a clearly defined set of regulations and standards.
What We Offer:
- The salary range for this role starts at £24,960, with an annual bonus and 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 Us:
We're a diverse and inclusive company, committed to equality in employment and growing a diverse workforce. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.
Hybrid Working Arrangement:
We offer a hybrid working arrangement in place as standard for office-based employees, where employees work from a mix of office-based locations and working from their home in the UK to carry out their role.
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