Quality Analyst (Financial Services Complaints)

Permanent: Full Time 37.5 hours a week

Shifts: Between 8am-6pm (37.5 hours between these hours)

Start Date: ASAP

The Role:

This is an exciting opportunity for an experienced Quality Analyst with a strong complaints handling background, within a financial services or FCA / FOS regulated environment. We are working with a sub-prime lender of a UK leading Financial Services retail brand. This is a very exciting time to join the company, as they are expanding massively and due to relocation of their offices, have recently opened a brand-new contact centre in Birmingham.

Working within the Customer Relations team, the successful candidate will be performing quality analysis across a wide range of customer functions including; telephony, letters, email and social media. You will adhere to regulatory expectations whilst ensuring a successful customer experience. You will be supporting the complaints handlers, assessing their customer correspondence in order to ensure that the level of Quality meets company targets. Any feedback will be fed back either verbally (face to face) or in writing. Financial services or experience in FCA / FOS regulated environment is essential.

Duties & Responsibilities of the Role:

  • Quality check all areas of the customer’s complaint journey, including correspondence from initial point of contact, the investigation process and the final response letter
  • Ensure all correspondence to contacts and the Financial Ombudsman Service is at the desired quality standard, in line with business practise
  • Quality check enquires to ensure the correct classification of decision was made
  • Ensure customer experience and TCF outcome is at the forefront of every decision
  • Communicate feedback and monitoring results correctly, both face to face and in writing
  • Identify potential risks to the business and make recommendations to minimise future issues
  • Adhere to all regulatory obligations and company policies and procedures

Essential Experience:

  • Experienced Complaints Handler with extensive Quality Checking experience or Quality Analyst, who have a strong background in financial services or FCA / FOS regulated environment
  • Experience of dealing with sub-prime retail lenders who follow DISP handling rules
  • Knowledge of regulatory requirements within Financial Services
  • An excellent knowledge of DISP handling rules, dealing with BAU complaints and bespoke final response letters
  • Excellent time management and ability to work to tight deadlines

Keywords: Complaints, complaints handler, Quality Analyst, FCA, DISP