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    Quality Assurance - Manchester, United Kingdom - MMA Digital

    MMA Digital
    MMA Digital Manchester, United Kingdom

    4 days ago

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    Employee
    Description

    Quality Assurance Assessor JobOverview

    We are looking for a highly motivated, skilled,driven individual to join our team. The ideal candidate will have previous experience working in a regulated environment, assessing calls within the FCA's regulatory framework. The successful candidate will be responsible for assessing calls, and identifying risks, patterns and trends.

    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
    • Responsible for the monitoring of compliance of outgoing emails, webchat, sms and whatsapp

    Requirements


    Requirements

    • Background working in an FCA regulated environment essential
    • A self-driven 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 fast-paced environment within a growing business
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