Quality Control Analyst

Our client is on a quest to be the world’s most proactive bank.

We improve lives by providing better clarity, intelligence and technology to empower every individual in making the smartest financial decisions.

The founding team is in place. And we are launching with a fully functional app. Starting out with a current account and credit card, we will be broadening our portfolio soon with the foundations in place for a positive, supportive and thoughtful new bank.

We are looking for a Quality Control Officer to join the Customer Services team on a full-time basis.

As a Quality Control Officer, you will be responsible for ensuring the quality, accuracy, and compliance of customer interactions across various communication channels.

You will conduct audits on interactions with customers to assess the effectiveness of our front-line agents in meeting regulatory requirements, delivering exceptional service, and maintaining professional communication standards. Interactions will be scored against agreed scorecards to ensure that fair, consistent and good customer outcomes are being achieved and that internal processes and procedures are being adhered to from a regulatory perspective.

You will also provide feedback to both agents and management on performance outcomes, providing updates that are both qualitative and quantitative.

What will you be doing as the Quality Control Officer?

• Monitor Calls, Emails and Live Chats for accuracy of information and adherence to call handling standards as set out in scorecards
• Record evaluations using the departmental quality monitoring systems
• Complete number of checks as set out by line manager in a timely manner and to a high standard
• Prepare and analyse quality reports for management review
• Identifying opportunities for improvements through trends found in assessment outcomes. Utilising this information to instruct training updates and amendments to knowledgebase.
• Provide quality output feedback in various forums both internally and externally, working collaboratively with outsourced counterparts to ensure a positive culture of feedback in the Quality space.
• Leading in calibration sessions both internally and externally - including pre calibration preparation and post calibration documentation. Maintaining findings logs and calibration minutes.
• Sharing timely feedback with agents in a constructive and timely manner
• Undertake ad-hoc analysis and investigative work where required.

What are we looking for in you as the Quality Control Officer?

• Analytical mindset with the ability to interpret data, identify trends, and make data-driven recommendations for improvement.
• Proficiency in using audit tools, software, and systems to conduct evaluations and generate reports.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment, with strong attention to detail and accuracy.
• Minimum of 2 years of experience in quality control in the financial services industry.
• Strong understanding of regulatory requirements, compliance standards, and best practices related to customer communication in financial services.
• Excellent communication skills, both written and verbal, with the ability to provide constructive feedback and coaching.

What’s in it for you?

• Be part of something! This is a rare opportunity to join a consumer-driven business in its infancy, bringing to market a suite of exciting new products. As our funding is secure, this is the best of start-up environments.
• We have overcome huge hurdles, gaining a lending license and creating a fully-plumbed, working app. We now need experts like you to help us shift into the next stage of our growth.
• Be part of a small, motivated and specialised team who look out for one another and with a giant shared ambition, enjoy a collegiate spirit
• You will enjoy access to the entire business, gaining a wealth of experience from colleagues with a raft of skillsets and start-up experience
• Birthdays off
• Personal days/charity/volunteering days
• Buy and sell holidays (up to five days)
• Social calendar
• Cycle to Work scheme
• Regular lunch and learn sessions
• Personal training budget
• Free drinks fridge and snacks