Quality Assurance - Manchester, United Kingdom - MMA Digital

MMA Digital

Verified Company

Manchester, United Kingdom

1 week ago

Posted by:

Tom O´Connor

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Quality Assurance Assessor JobOverview

Tasks

Responsibilities:

Assess calls based on a range of different call types relating to enquiries for potential claim types to ensure they are compliant with regulatory authorities including the Financial Conduct Authority ("FCA")
To work closely with the existing Quality Assurance Assessor and agree

workloads to ensure that time is managed effectively and the correct volumes of calls are monitored within an effective timeframe

Assist our existing quality assurance assessor in creating weekly and monthly reports for the Call Centre Manager, compliance manager and learning and development manager to outline patterns, risks and trends.
To complete accurate call assessments for each call that you listen to and ensure that a consistent and fair approach to the scoring is made.
Conduct calibration sessions with the Head of Compliance and contact centre team leaders to ensure that assessments are aligned.
Conduct compliance spot checks and advise on themes and trends.
Responsible for implementation of ongoing enhancement in compliance procedures, whilst ensuring its alignment with business objectives

Requirements:

Requirements:

Background working in an FCA regulated environment essential
A selfdriven and proactive approach to assessing calls
Excellent planning and organisational skills
Strong attention to detail.
Ability to communicate effectively with an ability to feedback assessments in a constructive manner.
Ability to be adaptable in a fastpaced environment within a growing business

Quality Assurance