About the role Our Operational Support Services department have a 12 month opportunity for a Quality Assurance Assessor to join them. This role is ensuring the provision of all relevant activity and processes are appropriate and in compliance with regulatory requirements and internal standards. Working alongside operational teams such as Branch Network, Lending and Savings its purpose is to improve quality standards and ensure customer outcomes are good. Being responsible for completing oversight on pre-defined tasks and accreditation sign off for new starters across these teams to support their development will be key. A QA Assessor will also carry out task based checking on a specific process that is either seasonal (e.g. Savings Maturities), where a new process is being introduced or where we have identified quality issues that requires further assurance. At times the team will support other departments such as the Treasury Department to carry out pre-audit checks ahead of third party reviews; this includes locating required documents, validating the required evidence, resolving queries and obtaining missing information. Responsibilities also include provision of timely, accurate and balanced feedback to colleagues and managers to facilitate improvements in quality and consistently deliver good customer outcomes. Consistently looking at ways for the team to add value using root cause analysis of results to identify issues and trends and recommend changes to current processes and systems to mitigate future risks. Find out about the fantastic benefits of joining Coventry Building Society here. We reserve the right to close this advertisement early if we receive a high volume of suitable applications About you For this role you'll have a genuine passion for providing excellent customer service either within mortgages or savings and will be a positive proactive team player with the ability to communicate effectively, at all levels. To be successful in this role its essential you have: Current financial services experience within mortgages and savings Excellent communication skills with the experience of delivering feedback Have experience of handling challenging and / or complex queries The ability to make decisions or recommendations Strong attention to detail and high levels of accuracy Desirable experience will include: Written communication skills Customer service experience Experience of quality checking and analysing information Microsoft Office inc Excel, Word and Outlook About us As a mutual, we’ve always worked together to improve the lives of others. Now one of the largest Building Societies in the UK, over 3,000 of us share that goal, in our branches and Head Office. Our benefits go beyond basic pay, with a discretionary bonus scheme, a culture of reward and recognition and total support for our wellbeing. We’re serious about equality, of race, age, faith, disability and sexual orientation, but also of personality and the way we think. By being yourself, you’ll make us stronger. You can build so much more than a career. Come and make a difference in our Society, that’s been voted a ‘Great Place to Work’ by our teams. Flexibility and why it matters We understand the need for flexibility, so wherever possible, we’ll consider alternative working patterns. Have a chat with us before you apply to see what the possibilities are for this role. Proud to be a Disability Confident Committed Employer We’re proud to offer an interview or assessment to every disabled applicant who meet the minimum criteria for our vacancies. As part of the application process, disabled applicants can opt in for the Disability Confident Interview Scheme. If there are ever occasions where it is not practicable to interview all candidates that meet the essential criteria, such as when we receive a high number of applications, we commit to interviewing disabled candidates who best meet the minimum essential and desirable criteria. If you would like to opt in to the scheme please contact our recruitment team when you apply via Get in touch - Coventry Building Society (coventrycareers.co.uk) Location Coventry-Binley Business Park