Quality Assurance Officer
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Location
Cheadle
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Discipline:
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Job type:
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Salary:
£23,000 – £25,000
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Consultant:
#
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Email:
lwaddock@merje.com
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Job ref:
LW/15153
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Published:
about 2 years ago
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.