Quality Assurance Associate

1 week ago

Leeds, United Kingdom Lowell Group Full time

**Summary**

A great opportunity has arisen to develop your career within Quality Assurance. The purpose of the role is to accurately evaluate customer interactions against an agreed framework as part of 1st LOD oversight, providing assurance to Operations that regulatory requirements are met, processes and procedures are being followed and fair customer outcomes are being delivered. Working closely with Operations to provide feedback and support to promote continuous improvement.

**Accountabilities and Responsibilities**
- Responsible for accurately evaluating customer interactions against an agreed framework.
- Responsible for ensuring all monitoring requirements are met within agreed timeframes.
- Provide ongoing, detailed assurance to the business that regulatory requirements are being met, processes and procedures are being followed and fair customer outcomes are being delivered.
- Highlight process failures to support continuous improvement.
- Provide individual and team feedback, on teams responsible for, to Team Leaders to highlight trends/issues and track agreed actions to address issues highlighted.
- Identify customer detriment and highlight for remediation (complete if system related).
- Provide assurance that once customer detriment is identified (potential or actual) it is remediated within the agreed timescales by Operations.
- Remain within accuracy tolerance on all evaluations completed based on Check the Checker and Rescore results.
- Keep accurate records of evaluations completed.
- Provide clear, specific feedback on each evaluation, with clear rationale.
- Maintain a good understanding of regulations and Conduct Risk requirements relevant to the role, ensuring that due regard is paid to customers and all customers are treated fairly.
- Actively participate in call consistency sessions with peers, TLs and 2LOD.
- Identify interactions that can be used to share best practice.
- Remain up to date with all required training, e-learning, communications and company policies.
- Complete risk based checks on an ad hoc basis as requested by your line manager.
- Provide insight and support in Operational Team briefs/meetings/workshops/Coaching as and when required to enhance the feedback loop.
- Enhance skills to meet business requirements.

**Knowledge, Skills & Experience**
- Knowledge of debt management industry preferred but not essential
- Experience in collections/customer management/complaints advantageous
- Ability to identify customer detriment
- Excellent attention to detail
- Highly skilled at providing constructive feedback both face to face and in writing
- Ability to deliver fair and consistent decisions, providing clearly formulated rationale
- Broad understanding of regulations governing debt collection activity
- Highly developed listening skills
- Ability to make grounded judgement calls where there is ambiguity
- Compliance Qualification desirable but not essential

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