Introduction: Reporting to the Quality Assurance Manager, the Quality Assurance Auditor (QAA) is responsible for completing the monthly call monitoring, and plays a key role in improving practices, delivering the level of service LFO expects and monitoring customer outcomes. The role is part of Link Financial Outsourcing’s Compliance team.
What you’ll do
The Quality Assurance Auditor will be involved in the following activities:
* Conduct regular call monitoring reviews for a cross section of different call types, e.g. vulnerable customer, affordability assessments, complaints etc.
* Assess performance against defined frameworks and scoring criteria.
* Produce detailed QA reports including insights, trends and actionable recommendations.
* Escalate concerns/emerging risks to departmental management and senior management as required.
* Update internal trackers and arrange feedback sessions with the Team Managers and Account Officers
* Provide clear and constructive feedback to operational teams to support performance improvement.
* Complete the monthly call calibration scorecards and attend the call calibration meetings as required.
* As required, assist in training to improve quality standards and awareness.
* Support and promote Link Financial Outsourcing’s values
What you’ll bring
* Experience in a quality assurance or customer outcome testing role within Financial Services. Experience in motor finance is highly desirable.
* Attention to detail and high levels of accuracy.
* Effective communication skills, with the ability to deliver feedback in a positive manner.
* Ability to manage multiple priorities and work independently.
Benefits
We believe in rewarding our people and creating a workplace where you can thrive. When you join us, you’ll benefit from:
* 25 days’ annual leave (pro rata for part-time employees), plus bank holidays
* An extra day off to celebrate your birthday
* A discretionary annual performance bonus
* The option to purchase up to 5 additional days of holiday
* A competitive pension scheme with 8% total contributions
* Life assurance at 4x your annual salary
* Access to our Employee Assistance Programme for confidential support and advice
* Season ticket travel loans to support your commute
* Enhanced maternity and adoption pay
* A friendly, relaxed working environment with modern facilities
* A vibrant culture with regular social events, charity fundraising, and employee recognition schemes
* Ongoing learning and development opportunities to support your career growth