Quality Assurance Officer

**QUALITY ASSURANCE OFFICER**
- **Salary - up to £25k**:

- **Up to 10% bonus of annual salary**:

- **Hybrid office/home working available**:

- **Long term incentive scheme**:

- **Healthcare - life assurance - pension - EAP - perkbox - gym discounts - retail discounts**:

- **31 days holiday (incl: public holidays) - rising to 33 with service**
Do you have a can-do attitude, want to deliver excellent customer service, and are keen to join an exciting and growing business that consistently delivers high standards? Then you sound like a perfect match for Lantern Because we’re continually expanding, we have a great opportunity for you to join our highly experienced Quality Assurance team.

**Who are we?**

We’re a market leader in purchasing and recovering debt in a fair and compliant way, having built a solid reputation for being the specialist in our sector. In turn, we’ve won some pretty impressive GOLD awards from Investors in People and Investor in Customers.

**What will you be doing?**

You’ll be joining a friendly Quality Assurance team, reporting to the Customer Relations and Quality Assurance Manager and you’ll be responsible for:

- Monitoring Lantern’s written and verbal customer communications and providing accurate and clear assessments of the quality checks completed based on adherence to Lantern’s multi-channel scorecard.
- Providing an accurate summary of root cause for all quality monitoring fails.
- Identifying and appropriately escalating business risks to the manager and compliance team.
- Managing client audit preparation, including data collation of data and internal summaries of potential findings.
- Being confident in own ability to respond to and prepare responses to client feedback for manager review.
- Attending and actively participating in quality calibrations with peers.
- Leading and managing quality calibrations attended by Customer Service agents and operational managers.
- Providing timely updates for remedial actions completed by Customer Services for MI purposes.
**What you’ll need**
- ‘GCSE’ level standard or equivalent.
- A minimum of 2 years’ experience working within a collections or quality assurance role within a regulated activity.
- Knowledge of regulatory bodies (FCA, ICO).
- Clear and effective communication skills (written and verbal).
- Strong analytical skills.
- Effective facilitation skills.
- MS Office/365 working experience, including MS Teams.
- Strong organisational skills.
- Self-motivated and a strong ability to work collaboratively with different teams across the business.
- Excellent levels of attention to detail to ensure your work is accurate and of high quality.
**A little bit about you**

What we’ve mentioned above are really important skills, but there's also some extra bits that we’d like to see too:

- Being resilient and agile in your approach to work - we're fast paced and sometimes we’ll need to juggle or prioritise.
- Being creative (think blank canvas) - we love hearing new ideas from our colleagues about how we can do things better.
- Being friendly and flexible - we’re big enough to make a difference, but small enough to care. We all know each other by name and we’re always there for each other so that we get the job done.
- Passion and initiative to progress your career in a company with a supportive and progressive team.
- We deal with some vulnerable people and sensitive data and our strapline is “debt with a human touch” so you’ll need to be empathetic, trustworthy, discreet and professional.
**What’s in it for you?**
- **Up to £25k** salary (DOE)
- 31 days holiday (rising to 33 with length of service, including public holidays).
- Annual bonus of up to 10% of salary.
- Long term incentive scheme.
- Flexible (hybrid - home/office) working available.
- Great benefits to enjoy with family members, from our healthcare, wellbeing and cash plan policy.
- Gym and other discounts.
- Perks platform to enjoy retail discounts, free products and services and rewards.
- Competitive employee assistance program.
- Life assurance plan.
- Free on-site parking for when you’re not working from home.
- Pension + free pension and financial planning advice through an independent financial advisor to help you save for your future).
- Great training, lots of support and become part of a friendly team, that recognises and rewards high performance.
**What makes us different?**
- Casual dress code - every day
- Health and wellbeing platform.
- Office snacks, fruit, and refreshments.
- Open plan ‘living office’ environment.
- Summer and December parties.
- Opportunities to get involved in charity and wellbeing initiatives.
- Lunch delivery service.
- We’re people not job titles
- We win really great awards - we actually need a bigger cabinet
Our values are rooted in honesty, empathy and transparency - for our colleagues, our customers and our clients. That’s why equality, diversity and inclusion are s