Quality Analyst

Recruiter
Uncle Buck
Location
Kent
Posted
12 Apr 2018
Closes
14 May 2018
Sector
Accountancy
Contract Type
Permanent
Hours
Full Time
QA Analyst Duties & responsibilities Quality Management programme, ensuring that call, email and live chat audits are carried out within timescales, findings are recorded, needs identified and fed back to line manager. Analyse gaps and trends in performance, liaising with the Compliance Team Leader to help identify and assess training and development needs; Auditing includes monitoring and reporting for individual employee adherence to company and client quality goals, business rules and regulations, and ensuring that Customer Service Representatives follow established call handling protocols, have documented calls correctly, and have escalated calls appropriately as required. The Quality Analyst updates the tracking database with audit results, providing reports to Learning & Development and Operations leadership in support our organisational goal of ensuring continual improvement in Operations efficiency and effectiveness. Work alongside the other departments to ensure quality performance trends and continuous improvement actions are properly communicated Identify any improvement required regarding quality standards, processes, procedures including and involving training and compliance Provide good and balanced feedback and recommendations for change at all levels across the business Manage communication effectively at all levels Timely completion of the monthly QA Summary Time and priority workload management Add hoc tasks as allocated by the Compliance Team Leader Personal Profile The purpose of this role is to support the Compliance Team Leader in line with the Quality Assurance Programme. The successful candidate will ensure compliance is maintained at customer facing level and that employees are complying with internal policies and procedures designed to support the business’s process and meet regulatory requirements. This role is an exciting opportunity for a candidate looking for an entry point into the Compliance sector. Qualifications Excellent communication and attention to detail, including strong written and grammatical skills Understanding of FCA and ICO regulations/Compliance or a willingness to learn Ability to work unsupervised and to tight deadlines Organised and structured approach to your work Ability to analyse and interpret text into plain, simple language Experience Previous experience within the consumer finance industry advantageous Knowledge and understanding of the Financial Conduct Authority and other regulatory bodies Experience with Microsoft Office Products, such as Excel or Word Other Information: Reporting to: Compliance Team Leader Job Title: Permanent Working hours: Monday – Friday 09:00 - 17:00 hours Company Registration Number: OC356091 Registered Office: Building 707 Churchill Way, Biggin Hill Airport, Westerham, Kent TN16 1BN

Similar jobs

Similar jobs