Quality Assurance Supervisor

4 weeks ago

Leeds, United Kingdom Age Partnership Full time

Package

£28,000 (increasing to £30,000 after successful completion of probation period) plus generous benefits package.

Hours of work

37.5 hours per week. Hours of work will be flexible and dictated by the needs of the business, therefore it is expected that the successful applicant will work those hours necessary to successfully discharge the duties of the role.

About the Role

Overview

To work in partnership with all colleagues to identify training needs and support colleague improvement through providing written and verbal feedback, coaching, development and workshop delivery. To help the Quality Assurance (QA) department create and maintain a QA framework that facilitates continuous improvement and has the customer at its heart. To monitor adherence to this scheme and report any issues and/or risks to the QA Manager.

Key Outputs

Conduct file reviews and call observations to ensure that there is no product bias or material detriment to the customer and standards are consistent in the team by attending levelling sessions. Identify training requirements and/or risks and support improvement, with a view to maintaining consistently positive customer outcomes. Work primarily with the Company’s Equity Release department to develop and maintain QA documentation and processes that are in line with the company’s T&C Scheme, highlighting areas where internal standards are not being met and working to identify root cause and improve processes where necessary. Provide coaching and feedback to individuals as appropriate. Provide support to Managers where individuals are identified as needing to move into a more intense supervisory regime by agreeing appropriate development plans and working with the individuals to assist in the successful completion of the development plan.

General

Act as a source of technical support and knowhow. Helping to ensure a compliant approach and that positive customer outcomes are embedded within all activities as a matter of course. Keep up⁠-⁠to⁠-⁠date with business objectives and priorities. Any additional ad⁠-⁠hoc duties that may be required from time to time. This includes providing support with other areas of the business such as Wealth Management when the business need dictates.

About us

Not your typical financial services firm…

Established in 2004, Age Partnership has held true to its pledge to improve the markets in which we operate for the benefit of customers. We do this by delivering world⁠-⁠class customer experiences, continually innovating and embracing digital technology to make dealing with the company both efficient and engaging.

At Age Partnership we accept nothing other than being the best at what we do, and this objective is reinforced by an environment in which colleagues are encouraged to engage, to learn and to flourish. Significant in⁠-⁠house training and development facilities and empowerment of colleagues are just a couple of components that have helped this culture to thrive.

We strive in becoming a household name that is synonymous with excellence. Added to this we want to work, collaborating with all our partners and suppliers to enable our customers benefit from the relationship. It sounds simple but it needs to be worked on to achieve.

Our Values:

Customer first

Be Respectful – Treat customers and colleagues at all levels with dignity and respect. Show awareness – Be aware of how your actions and behaviours affect customers, colleagues and the business. Go Above & Beyond – Always aim to exceed expectations, giving your very best to every customer and colleague.

Raise the bar

Embrace Change – Treat change as an opportunity to improve, welcoming new ideas and ways of working. Commit to Development – Take responsibility for your personal development and that of the business. Be Proud & Lead By Example – Take pride in yourself and your work, acting as a positive role model for others.

Do the right thing

Be Accountable – Take responsibility for your actions and learn from any mistakes. Keep Your Promises – Do what you say you’ll do, when you say you’ll do it. Be Courageous & Honest – Speak up for what you believe in and welcome the opportunity to give and receive constructive feedback.

Win together

Collaborate & Share – Be generous with your time and ideas, working with and for the wider team. Appreciate others – Recognise the contribution made by every colleague to the success of our business. Focus on Solutions – Show resilience and determination, focusing on the solution not the problem.

The person:

Overview:

An approachable, organised, resilient individual with a proven ability to embrace and develop a culture of colleague improvement and personal development that underpins a successful working environment where the customer is key.

An excellent communicator and motivator with the ability to interact at all levels. Capable of handling and prioritising high volumes of work.

Skills and knowledge:

Essential

Minimum 3 years recent financial services experience in either a mortgage or financial advisory firm. Ability to use all Microsoft Office programmes to a competent level.

Desirable

Experience of working within Equity Release Financial services supervisory experience

Qualifications:

General education

Good numerical and literacy skills

Financial services qualifications

Essential

Certificate in Regulated Equity Release (CeRER) (or equivalent) – or willing to study towards Certificate in Mortgage Advice and Practice (CeMAP) (or MAQ) – or willing to study towards

Desirable

J07 Supervision in a regulated environment

This job description is not exhaustive and serves only as a broad outline of the duties required. This job description may be amended as necessary.

This job description is not exhaustive and serves only as a broad outline of the duties required. This job description may be amended as necessary.

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