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Quality Assurance Officer (Regulatory monitoring) - Maternity Cover

Quality Assurance Officer (Regulatory monitoring) - Maternity Cover

Posted 6 September by Mr Lender
Easy Apply Ended

Job Title: Quality Assurance Officer (Regulatory monitoring) - Maternity Cover

Department:Quality Assurance (QA)

Reports To: Head of Compliance

Main Purpose of the Role: Main purposes of this role is to ensure all agent’s calls, incoming and outgoing and all correspondence, are meeting compliance and regulatory standards.

Main Duties and Responsibilities:

  • Ensuring all calls and correspondence meet regulatory and compliance requirements.
  • Identifying any gaps in regulatory and compliance knowledge and understanding and providing feedback to the Soft Skill QA Team, Managers, Team Leaders (TLs) and Head of Compliance regarding any findings.
  • Ensuring all findings are submitted to Soft Skill QA Team and TLs promptly and in line with applicable QA Policies and Procedures.
  • Identifying any potential emerging trends and systemic reoccurring breaches of policies and procedures and being able to provide statistical breakdown on weekly basis to the Head of Compliance.
  • Achieving minimum expected KPIs.
  • Update relevant spreadsheets for each agent on daily basis noting down correct monitoring results.
  • Continually re-assess the quality monitoring process and suggest where appropriate any improvement to the Head of Compliance.
  • Drive positive and professional culture and positive customer and business outcomes through QA process.
  • Undertake any other duty or responsibility that may be reasonably requested by the Head of Compliance.

Person Specification /Skills/Education and Attributes:

The ideal candidate will be adaptable, self-motivated, and will be cross trained across other areas within departments. Successful candidates will also have:

  • GCSE grade C or above in English and Maths is preferable, but not essential.
  • Excellent verbal and written communication skills.
  • Ability to stop and listen, learn and understand when assisting customers.
  • Highly motivated and proactive with the ability to work without supervision.
  • A team player who can demonstrate initiative.
  • Positive attitude.
  • High attention to detail.
  • Approachable, empathetic and considerate.
  • Strong knowledge of Microsoft Office (Excel and Word).
  • Strong organisational skills.
  • Excellent technical skills.
  • Good numerical skills and an understanding of statistics.

If you would like to apply for this position, please send your CV and covering letter by clicking the "Apply" button below.

Required skills

  • Compliance
  • Microsoft Office
  • Policies
  • QA
  • Written Communication

Reference: 36048077

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