Quality Assurance Officer

2 weeks ago

Derby, United Kingdom Flint Bishop Solicitors Full time

Knowledge plays an increasingly important part of our business and as a result of continued growth, we now have an excellent opportunity for a Quality Assurance Assessor to join our executive team based at our Derby head offices.

This role will work closely with the Chief Executive and Practice Management Solicitor to report observations on file handling across the firm by providing a second line of defense to departmental quality assurance.

**Key Responsibilities include**:

- Sample check 1LOD (First Line of Defence - Quality Assurance and Line Management) controls to ensure these are effective, adding value and that findings are acted upon.
- Run calibration sessions with 1LOD to ensure conduct and compliance standards are aligned and understood.
- Design monitoring and testing activities for areas deemed to be of higher focus within a particular compliance risk.
- Execute the review of internal controls that support various regulatory requirements in addition to internal Firm requirements (Internal Control Testing).
- Execute outcome monitoring using analytical techniques to detect potential breaches of regulatory obligations (Outcome-Based Monitoring).
- Work with conduct and compliance colleagues to design high value, efficient monitoring and testing activities.
- Execute monitoring and testing activities in-line with established standards and agreed plans.
- Identify real-time process improvements and suggest resolutions when applicable.
- Sound knowledge of the firms and department’s policies and SLAs.
- Conduct regular reviews of files and call recordings of all fee earners across the firm and provide both positive and constructive feedback when required.
- Conduct review and analysis of any complaints received.
- Identifying trends and risks and provide suggested remedial action to the management team.
- Use performance data to help identify and highlight any trends with particular clients, industries or the department as a whole (whether positive or negative).
- Work with the relevant teams on a day to day basis, embedding and reviewing systems and processes.
- Report findings and proposals to the Chief Executive and the Practice Management Solicitor.
- Recommend improvements and present findings as required by the operational management team.
- Maintain commitment to total quality management, completing periodic reviews of all processes.
- Manage and deliver specific projects for the business as required.
- Have experience in a legal setting
- Experience in auditing files and calls
- Experience in working with large data sets
- Possess excellent IT skills with the ability to produce informative reports
- Advanced skills in Microsoft Excel
- Preferably have experience of working with Liberate and/or DPS
- Be able to prioritise your own workload to meet deadlines
- Have great communication skills including the presentation of data and findings.

**Job Types**: Full-time, Permanent

**Benefits**:

- Company events
- Discounted or free food
- Employee discount
- Referral programme
- Store discount
- Wellness programme

Schedule:

- Monday to Friday

Work Location: One location

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