#LI-Hybrid
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.
Location: 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 within an operational 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.
* Identifying learning and development needs across business areas.
* Working with teams to improve quality and enhance their ability to deliver good customer outcomes.
* Driving change and continuous improvement using the Toyota Ways of Working (TWOW) framework.
* Staying informed to ensure a good knowledge of policies and procedures within the relevant business areas.
Experience you’ll gain:
* Understanding operational processes across the customer journey.
* Providing assurance and support to drive efficient proficiency of agents in business areas.
* Building relationships across key operational and business assurance areas.
* Data analysis to gain a good understanding of where improvement and development is required.
What you’ll get to own:
You'll be responsible for delivering the outputs set out in the QA framework. In summary:
* Carrying out regular checks within specific business areas to test the performance of the relevant team.
* Providing feedback on findings.
* Making recommendations for remediation to ensure the delivery of good customer outcomes.
* Collating data to ensure a prompt, reactive, and accurate flow of information.
* Supporting the identification of development and policy/procedure gaps.
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 SLAs and KPIs.
* Proficiency in Microsoft Office applications.
How we will support you:
* A full Toyota Financial Services Induction.
* Provide a great learning opportunity to develop the core skills required to excel in the role.
* Give you the space and opportunity to be your whole self at work.
* Foster a learning culture, providing you with clear and constructive feedback, and encouraging you to do the same.
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 recognize we all learn differently, and we want to ensure that our training suits your learning style.
At Toyota Financial Services (TFS), it is more than just an externally benchmarked salary and bonus; we also offer:
* Hybrid work pattern is 2 days in the office and 3 days from a location of your choice.
* Access to attractive car schemes for you (& your family) for Toyota & Lexus cars.
* Excellent pension scheme (up to 6% employee contribution and 15% employer contribution).
* Generous annual leave of 25 days which increases with service and holiday purchase option.
* Private Medical Healthcare (single, partner/spouse, and dependent children) with Digital GP Service.
* Group Income Protection cover with Aviva including physical, mental, and financial wellbeing services.
* Employee Assistance Program, & Eye tests.
* Onsite gym, Sports and Social Club, & flu jabs to keep you healthy.
* Cycle to Work Scheme.
* Wellbeing hour each month and many more initiatives throughout the year to encourage a healthy mind and body, and to raise awareness and celebrate diversity, equity, and inclusion.
* Dress for your day policy to make you feel comfortable at work.
* Eco HQ, free parking & restaurant.
* Two volunteering days per year.
* Reward gateway voucher discounts.
* Flexible working scheme and we welcome flexible working conversations at interview.
* Regular 121s with your manager, a personal development review (PReview) each quarter.
* A wide range of learning & development opportunities including LinkedIn Learning courses.
* £250 contribution towards learning something new outside of work.
* Annual events (e.g., summer party, BBQ & Xmas party) including Countdown to Christmas events every December.
Our Recruitment process:
At Toyota Financial Services (TFS), we value everyone and are pleased to be recognized as a Disability Confident Employer, which is a national standard that ensures our processes are accessible to all.
We may use workable one-way video interviewing as part of our recruitment process. We’ll provide you with more information around this as you progress through the stages.
For this role, we follow a 1st and 2nd round interview process with a member of HR and the hiring Manager/s. The interview will be via Teams and/or Face to Face to ensure you have the best experience.
Everyone is unique, and that means what works for some may not work for everyone. When it comes to recruitment, please let us know if we can adjust our process to meet your accessibility needs.
Some examples of how we might be able to help are:
* Providing a copy of interview questions before the interview.
* Organising a time and location that best suits you.
* Allowing additional time for the assessment and interview.
We are happy to review any adjustment on a case-by-case basis, so please let us know how we can support you to be your best self.
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