Quality and Assurance Officer
We are currently looking for a self-motivated and proactive Quality Assurance Officer to maintain, enhance and evidence a robust compliance culture within the Debt Recovery team and firm wide, when required.
Key Contribution Areas
1. Score a set number of calls and perform account reviews on agents within the debt recovery department including scoring our suppliers & account reviews.
2. Side by Side coaching where required and conducting internal call calibrations and feedback sessions on the back of Internal and Client CQA's.
3. Provide feedback to Team Leaders and work with them to address quality and underperformance issues.
4. Produce MI to management team to support CQA findings, root causes and detailed remediation plans.
5. Draft responses to complaints and log all relevant information.
6. Management of breaches and incidents.
7. Audit preparation.
8. Document and maintain all processes and procedures within the compliance function.
9. Conduct Conflict checks within the collections department.
10. Liaise with Clients for reporting, DSAR, Complaints and other.
11. Respond to firm wide queries on compliance issues on anti-money laundering legislation and other regulatory requirements.
12. Hold calibration sessions with Clients, Supplier and Key Stake Holders.
13. Review & discuss customer journeys internally to provide an exceptional service to our clients and improve CQA averages.
14. Undertake Independent thematic reviews, i.e OFCOM reviews, TCF reviews, Customer journey review & correspondence review.
Person specification
Technical Capability
* Excellent knowledge of debt collection rules and regulations (including FCA and DPA).
* Excellent Microsoft Office skills, specifically Word and Excel.
* Ideally previous experience in a compliance, audit or quality environment.
People Focused
* Ability to develop strong and effective working relationships at all levels with clients, colleagues and third parties; able to adapt communication style to different audience.
* Actively supports an environment where individuals are encouraged to work collaboratively and evidences respect for the contributions made by all team members.
* Confident, positive attitude, self-starter, proactive, flexible and resilient.
Results Orientated
* Customer focused; be proactive as well as reactive, demonstrating experience of identifying effective solutions.
* Organised, systematic, prioritise a demanding workload, work under pressure and to deadlines.
* Problem solving skills: an ability to exercise effective judgement skills and decision making.
* Demonstrate commercial awareness, initiative and resourcefulness.
Quality and Compliance
* Excellent attention to detail to ensure an accurate and quality output; deliver a high standard of work.
* Ensure that all interactions are carried out with the highest ethical and professional standards; ensuring compliance with the firms' policies and procedures.
Continuous Improvement
* Identify opportunities to improve practices and process, and be adaptable to the implementation of change.
* Proactive approach to learning and self-development to keep skills and knowledge relevant and current.
Communications
* The ability to listen, express and articulate information effectively at all levels internally and externally.
* Excellent communication (verbal and written) and interpersonal skills.
Wright Hassall values the differences and advantages that a diverse workforce brings to the firm and is committed to ensuring that all applicants are valued as individuals and treated with respect and fairness.
Wright Hassall is proud to be certified as a Great Place To Work. This prestigious award is based entirely on what current employees say about their experience working at Wright Hassall.
We are a 2025 Circle Back Initiative Employer - we commit to respond to every applicant.
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