Our client is a highly regarded business that due to growth and success are looking to recruit a number of new positions. The opportunity has arisen to join the firm in the role of Quality Assurance Officer. This is a pivotal role, supporting the Risk & Compliance Director in developing and maintaining a strong second line of defence through the highest levels of Quality assurance.
Key Responsibilities:
• The Quality Monitoring Officer will proactively monitor, from the independence of the 2nd line of defence, the application of the Pre-Need Training and Competency (T+C) Scheme and the corresponding results for a specific Region of the Network.
• This monitoring will support business leadership in driving compliant business outcomes, and maintaining accurate records, whilst ensuring that customers do not suffer any harm/detriment during their interactions with the business.
• Direct live access to the Complaints data and 100% of all complaints reviewed by QA for competence errors, discussed with the 1st line Commercial Manager weekly
• Review of Vulnerable customer data and discussion with Commercial Manager about findings.
• Quarterly review of 14 Training & Competency Managers PDPs, random samples of Consultants PDPs, training material assessments as well as checking the Commercial Manager's procedures during 121s
• Review the systems controls and measurements in a constant improvement ideology
The Ideal Candidate:
• Experience of working in a Quality Assurance role with strong commercial awareness.
• Exposure to working within a regulated or financial services environment within the UK and knowledge of FCA regulations is advantageous but not essential.
• Excellent communication and stakeholder engagement skills and the ability to collaborate with all levels of a business effectively.