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Job ID8774BR
Job TitleQuality Assurance Officer
Position TypePermanent
DepartmentRisk
Work LocationBradford
LocationN/A
About the Role
About the role

An exciting opportunity has arisen for a Quality Assurance Officer within our Quality Assurance Function in Bradford. The team will be utilising cutting edge voice recording technology & digital image capturing to enable them to execute independent assurance activity for customer facing field activities including arrears, sales and collections.
Key requirements and responsibilities will be to assess and provide assurance that ensures;
  • Customer focused decisions are made
  • Customer outcomes are fair and consistent with remedial actions being identified where relevant.
  • Policies, processes & procedures are being adhered to
  • Plan and organise workload to achieve targets, whilst maintaining accuracy of QA assessments
Team members will also;
  • Assist the development and embedding of QA processes and procedures
  • Identify if procedures may be potentially detrimental to good customer outcomes
  • Provide accurate, clear and concise feedback where process dictates
  • Attend and contribute to monthly quality calibration sessions

Skills and Experience
About you

You will be a confident, positive and enthusiastic individual and will you have the ability to work with initiative and drive to identify process improvements and recommendations. You will have a good team ethic, have a friendly approach and be capable of building, developing and maintaining effective relationships at all levels.

Successful candidates will have:
  • Excellent eye/ear for detail and methodical approach to work.
  • Ability to use initiative when concluding on sampling results.
  • Ability to identify process improvements and recommendations.
  • Excellent communication skills.
  • Ability to prioritise work and to meet deadlines.
  • Enthusiastic and proactive approach.
  • Good knowledge of how to use MS Office (Word & Excel)
Desirable
  • Experience of providing feedback.
  • Previous experience of working in an FCA regulated industry.
  • Experience of working in a customer facing role within financial services
  • Experience of working with vulnerable customers or customers in financial difficulties
  • Understanding of financial regulations affecting consumer credit e.g. FCA, EUGDPR, AML & CCA.
  • Previous experience of working in a customer facing environment doing a similar role.
The benefits

The satisfaction of working for a successful and ethical business who are here to help people is a big benefit of joining us, but it’s not the only one. We’ll invest in your development – giving you the support and training to become better and better at your job. We take the work/life balance seriously, with plenty of flexible working options. And, working in a bright and refreshingly relaxed environment, you’ll find your opinions are valued and listened to.
Updated16-05-2018