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Quality Assurance & Complaints Manager

  • Location: Manchester
  • Salary: c. £35,000 + Benefits per year
  • Job Type:Permanent

Posted about 1 month ago

  • Sector: Compliance
  • Contact: Paul Sherlock
  • Expiry Date: 28 November 2021
  • Job Ref: PS/18167

​Our client is rapidly expanding FinTech who are looking to recruit a Quality Assurance and Complaints Manager. In this role you will be responsible for setting up the QA framework and rolling this out across the business, alongside managing the complaints process.

Key Responsibilities:

• Experience with managing/handling complaints for a regulatory body.

• Investigating, compiling acknowledgement, holding and final response letters.

• Ideal if this was with regards to consumer credit and experience with sec 75 complaints.

• Experience with dealing with the Financial Ombudsman Service (FOS).

• Experience in designing QA Scorecards/evaluation sheets.

• Conducting QA, ideal if this was within consumer finance

The Ideal candidate:

• Demonstrable experience in a Quality Assurance role where you have set up a QA Framework

• Complaint handling experience

• Ability to form strong working relationships with stakeholders at all levels across the organisation.

• Approachable and friendly

• Confidence to challenge results and performance

• Flexible approach to work and tasks

• Team player with strong communication skills