Job Description
As a Quality Assurance Officer, you will conduct Quality Assurance (QA) activity in order to ensure that Together Colleagues are delivering great customer outcomes and process guidelines, whilst adhering to regulatory requirements & company policy i.e. quality of calls/ accuracy of information being given to customers etc. Working within a team of 12, your role will be ensuring that fair & consistent customer outcomes have been reached, which are sustainable in the long-term.
As a Quality Assurance Officer, we are looking for someone to:
* Complete Quality Assurance activity in line with productivity expectations
* Maintain SME knowledge of business procedures to ensure accurate, ‘right first time’ QA assessments are undertaken
* Display consistent decision-making and provide constructive feedback to colleagues to drive improvements in competence and customer outcomes
* Help to identify key risks, trends and areas for improvement and ensure that both ‘best practice’ and common findings are shared with colleagues
* Escalate appropriately in the event of any significant regulatory or process breaches
* Identify and escalate deficiencies in business procedures that are impacting customer outcomes or business effectiveness
* Concise completion of scorecards, highlighting any risks identified and corrective action required
Qualifications
Essential
* High expectations of Customer Service excellence
* Proficient in use of Microsoft Word, Excel and Outlook
* Ability to provide feedback in a professional & constructive manner
* Excellent attention to detail
* Effective decision-making skills
* Proven ability to plan & organise workload and to adhere to targets/deadlines
Desirable (not essential)
* Experience within the Financial Services Industry
* Relevant professional qualification (CeMAP)
* Good understanding of FCA expectations and the Consumer Duty outcomes
* Experience of Quality Assurance activity and a continuous improvement culture
* Familiar with SharePoint and InfoPath
Additional Information
If you feel you have some of the skills mentioned above, but not all, please do still apply and we would be happy to have a further discussion with you in regards to your suitability for the role.
Together embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference – we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills.
If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.
Click here for more information on our Recruitment Process
Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks.