Quality Assurance Officer - Ipswich, United Kingdom - Link Group

Link Group
Link Group
Verified Company
Ipswich, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Overview


You will be responsible for delivering independent, objective and consistent measurement of quality standards and for investigating internally identified errors and potential errors with a possible financial or reputational implication for Rooftop and its Clients.


You will provide oversight of customer accounts to ensure the correct outcomes are reached and excellent service is being delivered by Rooftop's outsourced service providers.

You will identify areas for correction and improvement and manage Rooftop's outsourced service providers to ensure corrective actions are completed.

The role is responsible for upholding and enforcing quality standards within the scope of Rooftop's monitoring plan.


Key Accountabilities and main responsibilities
Strategic Focus

Ensure Rooftop consistently demonstrates a customer focused mindset, adheres to conduct responsibilities and provides excellent service to its Clients.

Operational Management

Plan and undertake quality assurance work

Perform themed case reviews of customer accounts.

Perform call listening and call calibration regarding customer interactions.

Perform assessments of case referral decisions.

Produce reports on quality assurance work undertaken.

Ad-hoc tasks delegated by Rooftop's Senior Mortgage Manager.

Own Rooftop's Quality policy.

People Leadership

Effective communication across Rooftop's key relationships

  • Rooftop team members.
Rooftop's stakeholders.

Rooftop's outsourced service providers.

Governance & Risk

Establish expert knowledge and awareness of Rooftop procedures and policies and maintain understanding of them, including changes.

Establish expert knowledge and awareness of procedures at Rooftop's outsourced service providers and maintain understanding of them, including changes.

Ensure completion of mandatory training

Champion a 'best practice' approach to ensure Rooftop delivers correct outcomes for its customers.

Attend governance meetings with Rooftop's outsourced service providers and senior management to present reports on quality assurance work undertaken.

Maintain comprehensive knowledge of regulatory standards affecting mortgages.

Experience & Personal Attributes

Required

Mortgage product and collections knowledge

Consumer debt / mortgage arrears experience

Though understanding of the regulatory regime impacting mortgages

Quality assurance / audit experience

Call listening and call calibration skills

Excellent oral and written skills

Influencing skills

Good organisation skills

Ability to work as an effective team member - be cooperative, and supportive and as a self-starter to work independently

High degree of accuracy

Ability to organise workload to meet deadlines

Ability and willingness to see task through to completion

We are the experts in providing efficient administration and innovative financial solutions. We have over €90bn of assets under management and over 115,000 loans under management. Our clients include a range of financial service organisations, from banks, pension funds and insurers to private equity firms. We operate in regulated markets across multiple European jurisdictions.


We provide a range of administrative services relating to the monitoring and repayment of asset-backed debt, allowing our clients to manage their debt and underlying assets effectively.

Our services span all stages of the debt life cycle from origination to performing & non-performing loan and asset management across multiple debt classes.

We provide jurisdictional centres of excellence and undertake management of full banking operations, transforming core and non-core banking activities.


Banking & Credit Management is a leading independent servicer and we are highly rated by both Standard & Poor's and Fitch for both our commercial and residential servicing capabilities.


Link Group is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.

We are an inclusive employer whose people work collaboratively.

We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported.

We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of the Link Group journey and together we will achieve our full potential.


We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.

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