Quality Assurance Specialist - 12 month fixed term contract
Grade 4 - Implementation of project activity or provision of specialist advice within a given policy framework as either technical/operational specialist or team leader.
Salary - Competitive, plus up to 10% bonus.
Hybrid Working. Burgh Heath Epsom, Surrey - 37.5 hours per week.
A bit about the Department
Measuring the quality and standard of work undertaken by customer facing functions to ensure consistent positive performance, adherence to company policies and procedures, the delivery of good customer experience and outcomes and day to day adherence to regulatory requirements.
What you’ll be doing
* Assessing the performance of a team of agents with an operation business area
* Carrying out monitoring activities as set out in the Company Quality Assurance framework
* Collating results from monitoring activities providing data to enable effective information flow, challenge and root cause analysis
* Analysing and reporting trends with Quality Assurance Manager
* Playing a part in the identification of learning and development needs across business areas
* Working with teams to improve quality and prompting their ability to deliver good customer outcomes
* Driving change and continuous improvement using the Toyota Ways of Working (TWOW) framework
* Staying ahead to ensure a good knowledge of policies and procedures within the relevant business areas.
Key Experience and Skills
* Knowledge in the Financial Services/ Consumer Credit sector working in regulated environments
* Solid experience in a Quality Assurance/Control function
* Customer Service experience
* Great communication skills
* Data analysis and MI production
* Understanding of SLA's and KPI's
* Proficiency in Microsoft Office applications
Attributes and Behaviours
* Attention to detail
* Multi-tasking
* Ability to work to tight deadlines
* Positive attitude
* Adaptable to change
* Team player
* Good listening skills
* Empathetic
On the job training will be provided, we recognise we all learn differently, and we want to ensure that our training will suit your learning style.
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