Quality Assurance Specialist

3 weeks ago

London, United Kingdom Deloitte - Recruitment Full time
Job Description

Role: Quality Assurance Specialist (Pensions) 

Start Date 3rd June
Contract Length: 6 Months (likely to extend)
Location: London (2-3 days on-site)
Rate: Competitive

Reporting to the QA Manager in the Risk and Compliance Team, you will provide confidence that the core Operations processes are delivering to the defined quality standards. You will be responsible for providing an independent/objective view of Quality adherence across the financial products and the associated customer experience. You will act as a champion of Quality by providing insight on the root cause of Quality failures and recommend appropriate solutions to ensure better outcomes.

In being a member of the QA Team, you will:
  • Undertake QA reviews on claim decisions and customer contact/experience to ensure compliance with rules, policies, regulatory requirements and service level agreements
  • As the second line of defence, you will assess the effectiveness of reviews performed by Reviewers and Quality Checking Specialists (check the checker)
  • Test controls and identify emerging risks within the operation
  • Provide comprehensive feedback and coaching on any identified errors whilst supporting the tracking of any required remedial activity through to completion
  • Ensure that root causes for Quality failures are understood and solutions agreed with the appropriate stakeholders
  • Present results of the Quality reviews to stakeholders, thematically analysing these results, identifying root cause failures and provide actions/recommendations to mitigate risk
  • Establish and maintain effective relationships with technical colleagues, legal and other support teams.
  • Have an ongoing commitment to upskill on new and emerging areas of product knowledge to meet the everchanging financial services regulatory landscape
  • Contribute to company wide projects using specialist knowledge
  • Regularly review the Operational procedural documents to ensure enhancements are made to support and improve the process
  • Maintain knowledge and understanding of Financial Conduct Authority (FCA) complaint handling rules
  • Support third line of defence and external audit activities, where required
  • Occasionally deputise for the QA Manager when required
  • Be a positive role model and advocate for change

You will be able to demonstrate the knowledge, experience, or mastery of:
  • Audit/compliance within a regulatory, ombudsman or financial services environment
  • Demonstrate regulatory knowledge of the FCA Dispute Complaint Handling Rules and their application
  • Demonstrate knowledge of financial services regulation standards more widely
  • In-depth knowledge of claims handling across differing complex product lines, including pensions. 
  • Ability to manage expectations of senior stakeholders
  • Ability to provide meaningful feedback and manage difficult conversations


Requirements
Root cause analysis, quality checking

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