Quality Assurance Officer

As a Quality Assurance Officer, you will conduct Quality Assurance (QA) activity in order to ensure the delivery of good customer outcomes by colleagues working within process guidelines and adhering to regulatory requirements & company policy. You will consider the overall customer journey and Consumer Duty expectations when carrying out the QA activity; ensuring fair & consistent customer outcomes have been reached, which are sustainable in the long-term.

As a Quality Assurance Officer, we are looking for someone to:

• Complete Quality Assurance activity in line with productivity expectations
• Maintain SME knowledge of business procedures to ensure accurate, ‘right first time’ QA assessments are undertaken
• Display consistent decision-making and provide constructive feedback to colleagues to drive improvements in competence and customer outcomes
• Help to identify key risks, trends and areas for improvement and ensure that both ‘best practice’ and common findings are shared with colleagues
• Escalate appropriately in the event of any significant regulatory or process breaches
• Identify and escalate deficiencies in business procedures that are impacting customer outcomes or business effectiveness
• Concise completion of scorecards, highlighting any risks identified and corrective action required

Requirements

Essential

• High expectations of Customer Service excellence
• Proficient in use of Microsoft Word, Excel and Outlook
• Ability to provide feedback in a professional & constructive manner
• Excellent attention to detail
• Effective decision-making skills
• Proven ability to plan & organise workload and to adhere to targets/deadlines

Desirable

• Experience within the Financial Services Industry
• Relevant professional qualification (CeMAP)
• Good understanding of FCA expectations and the Consumer Duty outcomes
• Experience of Quality Assurance activity and a continuous improvement culture
• Familiar with SharePoint and InfoPath