Quality Assurance - Manchester, United Kingdom - Reed Business Support

Reed Business Support

Verified Company

Manchester, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Role:
Quality Assurance Specialist

Location:
Trafford

Type:
Full Time/Permanent

Salary:
£27,000

Hours: 08:00-17:30

Do you come from a background of delivering debt advise, financial services or quality assurance?_
Would you like to move away from a phonebased roles to a accessing/monitoring role?_
Would you enjoy utilising your debt experience to feedback on the development of other colleagues?_

This is a role within a large, partly government funded, financial service company who's mission is to improve the lives of those who find themselves in difficulty with managing their debt.

Assessment will be against process adherence and customer outcomes.

In addition, Quality Assurance will also undertake focused or themed assessments and be involved in the integration and development of the Quality Assurance Framework, policy, and methodologywithin the business.

Responsibilities

Support Team Leaders in managing and accessing colleague competency
Deliver effective monitoring in line with the scope of the Quality Assurance Monitoring Methodology, ensuring that good customer outcomes are consistently delivered, and that operational processes and standards meet regulatory requirements
Accurately grade assessments in line with the classifications detailed in the Quality Assurance Monitoring Methodology with a clear and appropriate rationale for grading given
Identifying Approved Intermediaries' and Financial Specialists' soft skill and technical training needs
Identify where appropriate further activity is required to ensure that suitable customer outcomes are achieved and that opportunities to improve policies and processes are highlighted
Maintain quality and consistency of service delivered by providing feedback and initiating levelling sessions as appropriate
Provide effective written and verbal communication of findings, both in terms of areas of best practice and those requiring improvement, to the management team within the DRO Team
Maintain accurate records
Maintain indepth knowledge of regulatory standards taking into account changes in regulation and legislation

Criteria

Two full time or equivalent part time experience of delivering debt advice
Ability to pragmatically assess monitoring findings
Once appointed will undertake MaPS accredited training
Strong analytical skills and attention to detail
Ability to prioritise and work to deadlines
Possess a professional and positive attitude
Confident individual with the ability to deal with operational areas, including senior management
Passionate about the delivery of good customer outcomes
Competent to undertake technical supervision activities and technical supervisors' competency via internal Quality and Performance Management Policy

Benefits