Job Title: Customer Operations – Quality Assurance Specialist (12-Month FTC)
Closing Date: 29 November 2024
About us
At Mercedes-Benz Financial Services, our employees are at the heart of our business. Our colleagues provide a range of financial solutions designed around the changing needs of our diverse customers. We support you for being you.
Through the doors of Mercedes-Benz Financial Services, you will find a passionate team working to support our customers and our colleagues. We ensure that everyone has an equal opportunity to learn and develop.
We celebrate your individuality, embrace your personality and welcome you into our culture. Inclusion is the driving force behind our ethos.
How you’ll play your part
In this role, you will provide independent quality checks for Customer Services, Resolutions and any regulatory programmes as required, ensuring the highest standards are achieved. You will support continuous improvement of key processes and systems through active involvement in business change initiatives and regulatory requirements.
Main Accountabilities
* Conduct daily and timely reviews of agents across all contact channels (phone, email, post, webforms, MMF & live chat) to ensure compliance and adherence to company policies, processes, business rules and regulations.
* Conduct reviews for teams within the scope of Customer Operations as well as providing support for cross company and regulatory projects.
* Assess interactions across a defined scope of processes to ensure that the service delivered meets the requirements and expectations of both customers and the business.
* Complete reviews in line with defined targets for volume and accuracy.
* Work closely with the Quality Assurance Team Leader to support the creation and maintenance of a high performing workforce by reporting and feeding back all quality outcomes.
* Remain up to date on all regulatory change and support with continuous improvement.
* Proactively highlight any trends or themes identified during quality assurance reviews.
* Support the Quality Assurance Team Leader with additional topics to keep stakeholders informed.
* Effectively communicate the outcomes of quality reviews with colleagues and stakeholders.
About you
* Understand and demonstrate a good knowledge of Consumer Duty, Vulnerable Customers and FCA principles.
* Effective listening, coaching, persuasion reasoning and influencing skills.
* Ability to work under own initiative and consult with colleagues as required.
* Ability to mark reviews fairly, consistently, objectively and compliantly.
* Strong organisation and time management skills.
* Understanding of QA skills (desirable).
* Understanding of Resolutions & Customer Services (desirable).
What’s in it for you?
We’ll offer you a competitive salary and discretionary bonus structure. You’ll have access to our colleague car schemes, pension scheme, and a flexible benefit pot. We provide access to wellbeing resources, including an Employee Assistance Programme and flexible opportunities to support work-life balance.
What’s next?
Please apply online via Taleo, including a copy of your CV. You’ll be asked a series of questions through the online application process. We’re open to working flexibly and are happy to discuss flexible working options.
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