Quality Transformation Consultant (Compliance)

You Personnel
Redhill, UK
Closing date
29 Sep 2020

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Technology & New Media
Contract Type
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Quality Transformation Consultant (Compliance)Location: Redhill, SurreySalary: £35k + excellent benefits
YOU Personnel Ltd have an excellent opportunity for a Quality Transformation Consultant to join a fantastic organisation. This is a newly created role within the Legal and Compliance Team so you will be responsible for creating a function from scratch and adding value quickly.
You will be:
  • Key to the success of planned transformation of quality assurance methodology
  • Passionate about improving customer journey
  • Prepared to engage with business areas to identify potential underlying problems
  • Willing to provide independent challenge to the business in respect of the management of conduct risks through quality and root cause analysis activities
  • Strive for continuous improvement and exhibit a natural desire to make a difference

Duties include:
  • Use your in-depth your understanding of the customer journey to make recommendations on how it can be enhanced to provide a fantastic customer experience
  • Carry out a critical analysis of current quality assurance methodology to assess its effectiveness and determine improvements
  • Be a key player in revolutionising the quality metrics and tools and be instrumental in rolling out and embedding new and improved quality standards to operations
  • Provide ongoing support in using quality tools for customer-facing operations
  • Carry out second line quality checks, continuously review the efficacy of quality assurance methodologies and provide feedback to key stakeholders
  • Provide and analyse quality data make recommendations for remedial actions
  • Assist in the assessment of policies and procedures and challenge areas which may result in poor customer outcomes
  • Review complaints and incidents data
  • Assist coordinating and supporting audits carried out by internal and external parties
  • Provide support in documenting and assessing audit recommendations
  • Take ownership of business-wide initiatives and to mobilise advocates
  • Ad-hoc tasks when required to support the Head of Compliance & Standards and the wider Legal & Compliance team in the delivery of business KPIs

Previous Experience:
  • GCSE Level A - C grades including Maths and English
  • 2 years' experience of working in an FCA regulated environment
  • Knowledge quality assurance and FCA conduct advantageous
  • Excellent IT/ administration skills including Excel and PowerPoint
  • Excellent communication skills both written and verbal
  • Attention to detail with critical analysis skills - analytical and meticulous
  • Able to quickly learn new systems and curious on 'how things work'
  • Tenacious, entrepreneurial and proactive
  • Desire to work better and smarter and ability to challenge the 'status quo'

Quality Transformation Consultant/ Compliance Manager/ Customer Service/ Quality Manager/ Compliance Executive/ Redhill
** YOU Personnel is an independent Recruitment Agency. We provide recruitment solutions for PERMANENT, CONTRACT AND TEMPORARY staffing requirements**
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