Quality Officer

£17000 - £17500 per annumtxtSalaryFrom=17000
08 Jul 2017
07 Aug 2017
Contract Type
Full Time
Have you got experience of working within a contact centre ? I am currently looking to recruit a Compliance Officer, the successful candidate will ensure the completion of the required call monitoring assessments for all agreed staff in accordance with the Company's compliance, quality, regulatory requirements, and customer expectations. To ensure constructive feedback is provided to staff timely and regularly in conjunction with Team Leaders.

Hour of work are Monday - Friday 9am - 5.30pm, based Central Bristol, very close to Temple Mead Station and local bus routes.

The successful candidate will receive a salary of £17,500

Main Duties

Listen to and observe inbound and outbound calls, including historical calls, to ensure that all calls adhere to the Company's compliance, quality, regulatory requirements and customer expectations.
" To carry out claims audits on all claims negotiators, working towards the departments KPI's, to include regulatory requirements, compliance, customer experience and quality.
" To carry out call monitoring assessments for agreed in a timely fashion, working towards the departments KPI's, to include regulatory requirements, compliance, customer experience and quality.
" To carry out monthly reviews of all reserves in the claims system, updating data where needed.
" To record findings and provide regular and timely feedback to the Managers and Team Leaders, keeping them informed on the progress of staff.
" To ensure staff are provided with regular, constructive and timely feedback in conjunction with Team Leaders, ensuring support is provided where necessary.
" Support the Team Leaders and Managers in the coaching and development of staff against the requirements of the call monitoring.
" Discuss any training recommendations with the Training Officer, after discussion with the Managers and Team Leaders.
" To highlight any risks found while carrying out call monitoring immediately to the Managers.
" To lead by example, advocating and demonstrating the required Company key behaviours and competencies and department processes and procedures.
" To passionately promote self-development both personally and through the coaching and support of the learning of others.
" To ensure that all regulatory guidelines are adhered to, for example PCI.
" To adhere to the Company's procedure in accordance with the FCA guidelines and TCF (treating customers fairly).
" To be compliant with the Data Protection Act 1998.
" To support Managers to manage the key risks within your department.
" To ensure that you conduct your role in accordance with AFC policy (to act honestly and with integrity) and to report any suspected incidents of fraud and corruption.
" To adhere to all Company Policies and Procedures, including Health & Safety, Equal Opportunities, Data Protection, Code of Conduct, Security, IT and Internal Control Financial Regulations.


" Communication/Influence
" Personal Impact/Performance Climate
" Planning and Organising
" Quality - High Standards and Controls
" Service Excellence
" Technical Skills and Knowledge
" Previous experience working as a Quality Control Officer or auditing.
" Knowledge of regulatory requirements.
" Working knowledge of treating customers fairly.
" Background/experience in coaching would be advantageous.
" Good planning and organisation skills in order to meet timescales.
" Excellent communication and influencing skills, both written and oral.
" Computer literate with experience of Excel/Word/Outlook.
" Knowledge of techniques for data collection and record management processes.
" Ability to interact with all levels of seniority, both internal & external.
" Ability to undertake improvement projects.
" Ability to work unsupervised and to timescales.