Quality Control Associate | Resolutions
7-Month Contract | Fully Remote | Financial Services
Are you an experienced complaints professional with an eye for detail and a passion for fair customer outcomes? Join a team that prioritizes Integrity & Trust by ensuring every customer interaction meets the highest standards of excellence.
In this role, you will be a critical line of defense for our reputation, providing independent oversight and coaching to our complaint-handling specialists.
The Opportunity
As a Quality Control Associate, you will join the Resolutions department—a team dedicated to being brave, bold, and compassionate. You’ll be responsible for the quality assurance of complex complaint investigations, ensuring regulatory compliance and identifying any potential customer detriment.
Key Responsibilities
Your expertise will ensure our customers receive the right outcomes and our associates grow through your guidance:
* Rigorous QC Checks: Review complaint resolutions to ensure accuracy, fairness, and the identification of any customer detriment.
* Standards & Compliance: Ensure all correspondence and reporting adhere to internal standards and UK regulatory requirements.
* Coaching & Feedback: Monitor calls and written correspondence, providing direct, actionable feedback to complaint handlers to drive improvement.
* Risk Management: Escalate matters involving significant financial, regulatory, or reputational risk.
* Collaboration: Share specialist knowledge across the business to proactively improve the overall customer experience.
What We Are Looking For
We need a professional who combines technical financial knowledge with the \"soft skills\" required to influence and coach others.
Essential Experience:
* Financial Services: A solid background in UK financial services.
* Complaints Expert: Proven experience in formal complaint handling and resolution.
* Regulatory Knowledge: Possession of (or commitment to gain) IOC1: CISI Introduction to Securities and Investments.
* Communication: Ability to influence and negotiate at all levels, providing feedback with maturity and professionalism.
* Technical Skills: Proficiency in Microsoft Office (Word, Outlook, Excel).