Full time Quality Assurance Officer – Link Financial Outsourcing
Job Description
Company Overview
We are a financial services provider working with many of the UK high street banks, credit card providers, retail and other lenders, we purchase consumer and business loans and are committed to providing a high-quality service to all our clients and customers by help them to pay off their loans. In fact, we are one of the leading names in our industry because we have the best people working for us!
Role Overview
Reporting to the Quality Assurance & Operational Risk Manager, the role of Quality Assurance Officer is to provide independent call monitoring, plan approval, internal audits call monitoring and utilising the Speech Analytics system for the Business.
Job Role
- Complete call monitoring for each Account Officer across the Company’s telephony sites using the Speech Analytics System and including a cross section of different call types, e.g. vulnerable customer, affordability assessments etc.
- Provide the completed scorecard to the Team Manager to support the feedback process.
- Escalate immediate fail scorecards through the ranks of the team and potentially senior management to help decide next steps in the employee’s personal development
- Update internal trackers and arrange feedback sessions with the Team Managers and Account Officers
- Update Productivity Trackers with feedback results and summaries of each feedback meeting
- Maintain records of all completed scorecards on the Call Monitoring Tracker at the end of each month and individual trackers on a daily basis to track the level of work completed.
- Complete plan approvals audit on a daily basis to check and ensure they have been approved correctly (ie are of a suitable quality and improve the overall ‘Paid on Time’ rate and reduce the ‘Default rate’). Produce a report and send to the Operations Manager on a daily basis.
- Where necessary, complete the Speech Analytics Monthly Audit and the Card Masking Report.
- Complete the monthly call calibration scorecards, attend the call calibration and feedback sessions and where required obtain calls for clients to score and provide feedback.
- Complete any DSAR requests, along with requests for ad-hoc requests from the Business.
- Support new starter groups by attending the ‘QA Day’ alongside the Training Team and continue to score new starters each month until they have completed their probation.
- Working with the team to attend an allocated slot in the Open Door Feedback sessions.
- Where applicable, attend the Sheffield office to provide feedback to the new starter group and also take part in the Open door feedback sessions.
- Complete the Telephony audits (ie Treating Customers Fairly, Breathing Space and Fair Outcome)
- The role will be based in the Caerphilly office, but travel to the Sheffield office may be required.
Work Experience and Qualifications
- Ideally worked as an Account Officer/Call Handler in financial services
- Team work is important and working together to complete daily tasks.
- The ability to provide feedback to Account Officers on specific scores (i.e. immediate fail and improvement required) and attending the Open Door Feedback Sessions.
- Must be proficient with LDMS and Excel.
- Have excellent arithmetical skills – addition, subtraction, multiplication, division etc. (with the assistance of a calculator) in order to review KPIs where appropriate during call monitoring.
Role Package
Hours of Work: Full time permanent contract working 37.5 hours per week paid monthly and 8:30am-5:00pm, Monday to Friday.
We provide a range of benefits that are designed to support our employees across their health, finances, and lifestyle. Some of our benefits are listed below:
- Salary: £21,465.00 per annum
- 25 days holiday +bank holidays + a Birthday Day off! (pro-rata for part-time)
- Discretionary annual performance bonus scheme
- Purchase additional holiday scheme of up to 5 days
- Pension Scheme – 8% total pension contributions
- Employee Assistance Programme for you and your family, including virtual GP service, counselling, get fit programmes and more
- Life assurance (4 x annual salary)
- Season Ticket Travel Loans
- Enhanced Maternity and adoption pay
- Voluntary employee benefits such as Dental and Health Plans, Gym Discounts, Restaurant Discounts, Will writing services
- Discounts and cashback on thousands of retailers
- Friendly, relaxed atmosphere with modern facilities
- Social events during the year, regularly fundraise for our chosen charities, and have recognition schemes in place that reward our employees for being great team members
- Learning and Development opportunities to help you progress in your career
Link Financial Outsourcing is committed to creating a diverse and inclusive working environment and is proud to provide an efficient, effective, fair and equitable recruitment experience that encourages candidates from all backgrounds.
Location : Caerphilly CF83
HOW TO APPLY
Click Here to Submit your CV and Application on Company Website