COMPLIANCE & QA OFFICER from a financial services background required for a leading financial services company located in Greater Manchester. Your role will be to support the Compliance Manager with a variety of monitoring activities and reporting to assure key stakeholders that the business is operating in line with regulatory and internal standards. This will involve a minimum 50% of the working day focused on call assessments but will include a combination of the following, essential to the role. KEY RESPONSIBILITIES: · Quality Assurance: Complete oversight of customer contact, ensuring adherence to policies and procedures. Complete detailed feedback for quality assurance is completed for both internal and external stakeholders, providing clear reasoning and actions required. · Communication: Utilise strong communication skills to empathetically listen to challenges, demonstrate understanding, and provide clear explanations of decisions made. · Reporting: Provide management information data on monitoring results and identify any trends for improvement/ strong performance areas · Continuous Improvement: Identify recurring issues and contribute to process improvements and knowledge support to enhance overall customer satisfaction. · Collaboration: Lead internal and external call calibrations to ensure consistency in monitoring approach. What would my main responsibilities be? Complete call assessments of various stages of the customer journey. Carry out case reviews of the proposal pack and chairman’s report to ensure accuracy and suitability. Essential to the role is the ability to monitor and report on agent activity to ensure AML verification and due diligence has been correctly achieved. Provide constructive feedback to your Line Manager and Agents to celebrate successes and highlight areas for improvement and achieve compliance with regulatory and business standards. Produce quality data towards the monthly reporting for the Compliance Manager and Senior Management Team. Identify trends, training requirements, and areas for business improvement across the full business. Responsible for the ongoing development of all monitoring forms and recording databases. Support the wider team as directed by management. Assist with induction training/Contribute to the development of policies and procedures. Train existing team members to support the overall process. MINIMUM REQUIREMENTS: To succeed in this role, you must demonstrate meticulous attention to detail, a proactive approach to customer excellence, and a commitment to maintaining the company's reputation for exceptional service. A proactive approach to continuous improvement and excellent written communication skills are also crucial. · Working within a FCA regulated environment · High level of attention to detail · Excellent communication skills, both verbal and written · Self-motivated with the ability to work to tight deadlines · Ability to manage multiple priorities, reprioritising when required · Strong compliance awareness and adherence to processes Alignment with our core values: o Reliable – Trustworthy and professional. o Responsive – Adaptable to change and able to use own initiative. o Resolute – Possessing a 'can-do' attitude. o Reasonable – Fair and sensible. PERSONAL ATTRIBUTES: · High degree of numeracy and literacy · Self-motivated with a strong sense of accountability · Ability to interface with staff and colleagues at all levels within the business · Proactive and adaptable to changing regulatory landscapes Job Types: Full-time, Permanent Pay: £25,500.00-£27,000.00 per year Benefits: Company pension Cycle to work scheme Discounted or free food On-site parking Transport links Schedule: Monday to Friday Work Location: In person