Quality Assurance Officer

2 weeks ago

Chester UK, Cheshire, United Kingdom Specialist Motor Finance Limited Full time

Quality Assurance Moderator - up to £30,000 - Hybrid working (Chester site) - Permanent

Specialist Motor Finance offer hire purchase agreements to customers who are not accepted by the mainstream lenders through a panel of motor introducers.

Established in 2014, SMF have built up a reputation for providing a strong product range, offering quick decisions through the application process and a collaborative approach to working with our customers throughout the life of their agreement.


Our employee benefits include:

·Up to 8% contributory pension scheme

·Employee referral programme, £600 Love2shop voucher

·Perks at Work

·Above and Beyond awards

·Income protection scheme

·Employee of the Year

·Long Service awards

·Discretionary annual bonus

·Life assurance

·Discounted gym membership

·Flexible working

·Training and exam sponsorship

·Employee assistance programme

·Paid volunteer days

·Purchase additional 5 days annual leave

·Social events


About the role:

The role sits within the Quality Assurance cluster of the Learning and Development Team.

The Quality Assurance Specialist is a key connection between the Quality Control function and the Operational Departments for which the sample monitored is completed for.

Reporting to the L&D Manager, the QA Specialist will liaise across Operations on monitoring standards and administration, completed QA scores, call statistics reporting, disputed scoring and Fail Registers.

The role does not include line management, however, influence across business stakeholders is essential to maintain and promote consistency in the expanding QA Team model (QA completion, scorecard development, MI completed, reporting, consistency meetings and customer journey review.)


Key responsibilities

  • Completion of first line of defence QA monitoring
  • QA process support for other staff in the cluster
  • Frontline QA output reporting
  • End to end review of complaint journey
  • Arbitration on departmental challenges on individual fail register reporting across cluster
  • Role model CQM standards for QA/ Ops teams relationship
  • Key identifier of departmental trends and report accordingly
  • Liaise with departments to organise coaching (Review with L&D Manager)
  • Support with 121 call coaching
  • Lead CQM workstream meetings
  • Continuously maintain and develop QA forms and scorecards
  • Lead customer journey review and complete subsequent slide
  • Second Line of defence monitoring
  • Lead quality call recognition across Operations


To be successful in this role you will require:

  • Ability to compile feedback and confidently review with staff across the whole function.
  • Strong influencing skills
  • Strong time management skills especially with own workstream deadlines.
  • Strong stakeholder management skills
  • Coaching and process support skills with both departmental staff and QA colleagues
  • Scorecard development skills
  • Experience leading meetings and creating follow up summary notes/ reports


The successful candidate will be required at all times to act within the standards expected within Consumer Duty and comply with The Conduct Rules which set the minimum standard of individual behaviour expected when carrying out a role at Specialist Motor Finance.

These rules include:

  • You must act with integrity.
  • You must act with due skill, care and diligence.
  • You must be open and cooperative with the FCA, the PRA and other regulators.
  • You must pay due regards to the interests of customers and treat them fairly.
  • You must observe proper standards of market conduct.
  • You must act to deliver good outcomes for retail customers.


Interested? Apply today to find out more

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