Quality Assurance Specialist - Fleet, United Kingdom - CHL Mortgages

CHL Mortgages

Verified Company

Fleet, United Kingdom

4 weeks ago

Posted by:

Tom O´Connor

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Description

Description:

The Quality Assurance Specialist will be part of a small QA team monitoring the mortgage servicing teams and delivering the feedback to management.

The workload is interesting and varied with calls and a variety of processes being reviewed.

The Quality Assurance Specialist will ensure the quality of the service delivery to customers across all operational teams whilst giving feedback and recommendations on improvements.

Key Responsibilities:

Maintain and deliver Quality Assessment of all Operational staff ensuring delivery of excellent customer service throughout the customer experience.
Assess and feedback on the customer experience through endtoend testing and customer outcome monitoring.
Complete Key Control testing on Operations RCSA.
Assess compliance and adherence to the TCF policy, and all other regulatory requirements.
Assess the effectiveness of the identification and ongoing treatment of vulnerable customers.
Using the Call Management system assess the Quality of telephone contact via monthly remote telephone monitoring.
Review the vulnerable customer journey ensuring a satisfactory customer outcome.
Evaluate the scale of the sample under review on an individual basis, working with both Team Leaders and Managers to review each individual's requirements.
Recommend appropriate level of ongoing quality assessment review.
Work closely with the Team Leaders to Identify skills gaps and recommend appropriate training.
Complete and present results of QA on all staff to department Team Leader / Manager.
Provide documented evidence of training and development needs where relevant.
Complete the required documentation (Cussats) with detailed, relevant, and fair assessments of individual staff members monthly or as required.
Deliver monthly QA results through the TCF dashboard.

Skills Knowledge and Expertise:

At least 2 years mortgage/financial services industry_ _experience.
Experience working in a QA role
Knowledge of regulatory requirements and best practice methodologies
Full working knowledge of all Operational Policies and Procedures.

Benefits:

25 days holiday per annum
Up to 15% annual discretionary bonus based on performance
Company pension scheme up to 9% company contribution
1 x Paid charity days
Cycle to work scheme
Charity payroll giving
Long service awards and extra holiday
Healthcare cash plan
Life assurance cover x
Online discounts and gym memberships
Enhanced paternity and maternity pay
Access to Smart Hive by Bravo Benefits giving you full access to all your benefits + additional discounts

About CHL Mortgages:

CHL Group provides bespoke third-party loan servicing solutions for a variety of asset classes across the UK. The CHL Group consists of 3 companies, CHL Mortgages, CHL Mortgages for Intermediaries and Landmark Mortgages. We have vast experience in the UK mortgage market encompassing a range of services.

We currently service c.30,000 of mortgage assets on behalf of third-party clients and manage several standby contracts for mortgage and bridging finance clients.

Founded in 1990 CHL Group has grown to over 180 colleagues with offices in Fleet, Hampshire and Skipton, Yorkshire. We have grown to become one of the market leaders in specialist mortgages and the Buy-to-Let markets.

We are always on the lookout for talented, dedicated and motivated colleagues to drive the business forward and provide the best outcomes for our clients, investors and customers.

We provide an excellent benefit package, competitive salary and excellent work environments where colleagues can learn, develop and progress