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.