Quality Assurance Officer

**The Vacancy**

**Heard of us?**

We’re a nimble and ambitious financial services specialist. Backing people to fulfil life’s hopes and dreams; delivering the most compelling customer experience across Banking and Motor Finance.

Now is your chance

**Our commitment to your work/life balance**:
This role will be based in our Cardiff Office and you will be able to work a blend of both home and office each week. You’ll be made to feel part of your team by all of your colleagues and have regular contact and virtual interaction whether in office or remote.

The working hours for this role are 35 hours a week, Monday to Friday, so you can have weekends off to relax

**What would your day look like?**

Undertake a variety of monitoring tasks in order to provide Quality Assurance for Banking complaints business as defined in the QC Framework. Providing feedback and identifying areas of concern and highlighting areas of success to all relevant parties, referring more complex issues to the Quality Control Manager taking a consistent view in line with our company values of putting our customers first; treating our people as individuals; ensuring quality in all that we do; by ensuring fair customer outcomes for all our interactions.

Undertake reviews of business processes and prepare relevant reports for the Quality Control Manager on findings, providing recommendations on any remedial action, championing and identifying success and ensuring a balanced and accurate view of the process.

Undertake desk-based monitoring in line with the QC framework in a timely manner.

Provide direct feedback and coaching to front line staff around aspects of their performance that can be improved on or that identify best practice and where we can champion success.

Support divisional team leaders in developing broader action plans that can target improvements and recognise success at a team and department level.

Work in collaboration with our T&C or L&D team to continuously improve induction and new starter plans for front line teams with a focus on sharing best practice and introducing and discussing QC areas of concern most applicable to a new hire and their relevant function.

Assist in the collation of management information as requested and in an accurate and timely manner considering at all times, the concept of “Treating Customers Fairly” and fair customer outcomes in all matters.

Continue to develop self and role by studying relevant training materials and product information and continually develop and improve product knowledge.

**What are we looking for**:

- Experience of performing Quality Checking tasks is desirable
- Product knowledge of Mortgages or Asset finance would be desirable
- Excellent attention to detail
- Excellent communication skills, amongst a variety of stakeholders.
- Ability to create and analyse MI

backingyoutobringyourbest

**The Company**

We're one of the largest lenders in the UK used car finance market. We’ve specialised in motor finance for over 40 years, and are recognised as one of the best car finance providers in the industry.

We’re part of the Aldermore Group, which includes Aldermore Bank plc. Aldermore offers a range of personal and business finance and savings options.

**Our Benefits**

Not only does MotoNovo Finance offer a competitive remuneration package, we also offer one of the best benefits packages in Wales. Inclusive of our healthcare cover, pension schemes, and our employee assistance programmes, we have also installed a staff bar, game machines, and a pool table.

When you choose to build your career with MotoNovo Finance, we choose to invest in you.

Healthcare

Pension

Events

Refer a friend

Refreshments

Discount shopping

Assistance
programme

Staff recognition scheme

Employee rates
on car finance