Quality Assurance Officer

3 days ago

Warrington, United Kingdom Allegiant Finance Services Full time

**About Us**

We are an FCA-regulated, consumer-focussed Claims Management Company and a leader in consumer financial miss-selling claims. Our ethos is to provide a high-quality service with excellent customer satisfaction.

**About the role**

**Main Responsibilities**

Covering various duties as allocated by the Quality Assurance & Development Manager, the Quality Assurance Officer will carry out the main duties:
Quality Audits
- Maintaining scorecards, monitoring process, and the framework as a whole;
- Identification of urgent regulatory concerns and escalation to the Quality Assurance & Development Manager where appropriate;
- Identification of trends by individual, department, and business-wide;
- Supporting operational leaders in the completion of their own audits where necessary.

Complaint Handling
- Processing complaints in line with company procedure and designated timescales, including acknowledgments and recording of complaints;
- Completing the full investigation process, identifying the root cause where complaints are upheld, and suggesting recommendations to improve policies and procedures;
- Creating and issuing comprehensive Final Response Letters within designated timescales.

**Key Skills**
- Minimum two years experience in a quality assurance/quality auditing role;
- Experience within the financial or legal sector, or with FCA and/or SRA regulation;
- Excellent attention to detail with exceptional planning, organisational and communication skills;
- Strong problem-analysis and solving skills;
- Ability to recognise and escalate business critical observations;
- Comfortable working under pressure, being proactive and confident in using own initiative;
- Possess a good working knowledge of IT including SharePoint, Word, Excel, and PowerPoint;
- Specialist products and services knowledge is desirable but not essential (e.g. in responsible lending, fraud, scams or pensions and investments, Section 75 claims, etc).

**Package**
- Salary: £23,000 - £28,000 per annum;
- 36.25 hours per week working 9 am to 5 pm Monday to Friday (part-time working would be considered);
- Hybrid role based in Birchwood Park, Warrington - prime location with great transport links;
- Company pension;
- Training & development opportunities.

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