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Quality Assurance

3 weeks ago

Manchester, United Kingdom Reed Business Support Full time

**Role**: Quality Assurance Specialist
**Location**: Trafford
**Type**: Full Time/Permanent
**Salary**: £27,000
**Hours**: 08:00-17:30
- Do you come from a background of delivering debt advise, financial services or quality assurance?_
- Would you like to move away from a phone-based roles to a accessing/monitoring role?_
- Would you enjoy utilising your debt experience to feedback on the development of other colleagues?_

This is a role within a large, partly government funded, financial service company who’s mission is to improve the lives of those who find themselves in difficulty with managing their debt.

Assessment will be against process adherence and customer outcomes. In addition, Quality Assurance will also undertake focused or themed assessments and be involved in the integration and development of the Quality Assurance Framework, policy, and methodologywithin the business.

**Responsibilities**
- Support Team Leaders in managing and accessing colleague competency
- Deliver effective monitoring in line with the scope of the Quality Assurance Monitoring Methodology, ensuring that good customer outcomes are consistently delivered, and that operational processes and standards meet regulatory requirements
- Accurately grade assessments in line with the classifications detailed in the Quality Assurance Monitoring Methodology with a clear and appropriate rationale for grading given
- Identifying Approved Intermediaries’ and Financial Specialists’ soft skill and technical training needs
- Identify where appropriate further activity is required to ensure that suitable customer outcomes are achieved and that opportunities to improve policies and processes are highlighted
- Maintain quality and consistency of service delivered by providing feedback and initiating levelling sessions as appropriate
- Provide effective written and verbal communication of findings, both in terms of areas of best practice and those requiring improvement, to the management team within the DRO Team
- Maintain accurate records
- Maintain in-depth knowledge of regulatory standards taking into account changes in regulation and legislation

**Criteria**
- Two full time or equivalent part time experience of delivering debt advice
- Ability to pragmatically assess monitoring findings
- Once appointed will undertake MaPS accredited training
- Strong analytical skills and attention to detail
- Ability to prioritise and work to deadlines
- Possess a professional and positive attitude
- Confident individual with the ability to deal with operational areas, including senior management
- Passionate about the delivery of good customer outcomes
- Competent to undertake technical supervision activities and technical supervisors’ competency via internal Quality and Performance Management Policy

**Benefits**
- Subsidised onsite Café
- On site gym
- Progression opportunities
- Enhanced pension
- Living Wage Company
- Causal dress code
- Childcare vouchers
- 25 days holidays + bank holidays
- Buy/sell holiday entitlements
- Extra days holiday for every year length of service
- Birthday day off
- New Arrival Gifts
- Staff discounts