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Quality Assurance Officer

Start Date: ASAP / Jan 2019

My client is looking for a Quality Assurance officer for a fast-growing lender. You will provide risk-based quality assurance to a team of customer service advisors. You will also be heavily involved with customer complaints, helping the team to understand the complaints process, investigating complaints and writing response letters.

Key Responsibilities

  • Provide accurate, sustainable and appropriate feedback based on the firm’s own lending criteria and that of its regulators.
  • Monitor calls ensuring that loans are affordable to Borrowers and Guarantors and that the firm is lending responsibly in line with FCA regulations.
  • Monitor customer services and collections calls to ensure they are being treated fairly and considering their personal circumstances.
  • Create and amend call monitoring procedures to improve business activities.
  • Highlight any potential risks to the business.
  • Maintain an accurate log of all audits.
  • Evaluate findings from the quality checks so that trends or risks can be identified to ensure that the department can improve standards.

Skills

  • Good organisational skills.
  • Attention to detail.
  • Ability to provide feedback in a constructive manner.
  • Excellent Listening Skills.
  • Excellent Communication and or Coaching Skills.
  • Able to analyse data and present findings.
  • Experience of carrying out QA or similar checks.
  • Experience of Financial Services Industry.
  • Good Microsoft Word and Excel skills.
  • Excellent attention to detail.