Quality Assurance Officer
£30k plus benefits
Hybrid working after training completed
Two roles

Your role is to conduct comprehensive and robust quality checks on work completed within different departments across the company, assisting the Customer Experience Team Leader in identifying trends and risks, escalating issues for timely resolution, and supporting the creation of reports and remedial actions shared company-wide.

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Your duties

  • Assess calls based on different call types, ensuring compliance with regulatory authorities (FCA) and accuracy in scoring
  • Assist the Customer Experience Team Leader in creating weekly and monthly reports outlining patterns, risks, and trends for higher management
  • Identify trends and risks in the business and escalate them via the Customer Experience Team Leader for timely resolution
  • Conduct calibration sessions with the compliance manager and contact centre team leaders to align assessments
  • Perform spot checks, offering guidance on emerging themes and trends, while ensuring thorough quality checks and identifying vulnerabilities in calls
  • Maintain required call sampling targets and timelines while creating high-quality call feedback summaries
  • Liaise with other areas of the business and internal teams for query resolution
  • Work closely with the Customer Experience Team Leader to manage workloads effectively and monitor call volumes within a set timeframe
  • Use analytical judgment skills to provide a clear rationale for decisions and assess customer outcomes

Your skills/knowledge

  • Excellent understanding of current FCA regulations
  • Proficient in fostering effective relationships across all levels, with strong interpersonal skills and a deep understanding of customer importance
  • Confidently interfaces with customers, regulators, and external agencies
  • Essential to have a strong understanding of consumer duty, outcome testing, and cross-cutting rules
  • Comfortable identifying and raising issues, particularly where driving good outcomes for customers is concerned
  • Demonstrates a sense of urgency and good work ethic
  • Ability to work with competing deadlines and priorities
  • Resilient, not derailed by a setback and returns to a high level of performance quickly

Contact Vicky for more information: 01279713900

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