Quality Assurance Auditor

About CDER Group
Here at CDER Group we support and help clients recover money that is owed to them compassionately and compliantly.
We understand that everyone is different and with our unique approach to fairness we ensure that clients, customers, and employees are treated fairly, supporting our customers to repay any outstanding money owed.
As the largest technical debt collections and enforcement company in the UK, we are proud to work on behalf of clients such as Highways England, Transport for London, HMCTS, HMRC, DVLA and the Environment Agency.
Introduction
CDER Group is the UK’s fastest-growing provider of debt management solutions for the public sector. Our industry-leading technology and generous remuneration packages have made us an employer of choice within the industry, as evidenced by our placement in the Sunday Times Top 100 Companies to Work For awards for two years running.
The position of Quality Assurance Auditor is based in our Bolton (Horwich) office and reports to our Head of Audit and Compliance, through the local team supervisor. This is not a finance role and no prior experience in auditing is required. The postholder will contribute to ensuring that daily, weekly and monthly audit KPIs are met when undertaking a wide range of audits.
Responsibilities
Responsible for ensuring call centre and field agent activity is in-line with applicable legislation and regulations, company policy, procedures and that of data protection
Reviewing the audio and Body Worn Video footage of field agents and auditing the interaction during the visit against a set of criteria
Reviewing the transcription and Audio recordings of call centre operators and scoring against a set of criteria
To complete agent audits using a risk-based approach
Complete accurate audit reports on each review activity
Identifying any non-conformance and complete appropriate report on findings
Review and cross reference visits and call notes where appropriate as part of the investigation
Communicate findings to department Line Managers based on outcome.
Download Generate evidence where required.
Identify trends and make recommendations for mitigating risk.
Participation in team briefings, to review the auditing processes and ensure consistency of approach.
Undertake such training as required to ensure all potential risks to the business are identified and resolved.
Contribute to departmental continuous improvement including recommending best practice.
Additional company department audits determined through expansion of the compliance programme.
Other associated duties that the business may require in fulfilment of its compliance obligations.
Personal qualities, experience and skills
Excellent written and verbal communication skills.
Ability to make own decisions and problem solve.
Ability to work under pressure in a fast-paced and busy environment.
Ability to work independently, as well as part of a team.
Excellent eye for detail
Excellent listening skills
IT literate, proficient in Microsoft Office Packages (Office 365, Excel, Word, Outlook)
Good communication in English
Highly organised and reliable
This is not a finance role, and no prior experience is required in auditing. Whilst not a requirement, prior experience in call centre or customer care would be an advantage.
Benefits
Gym membership contribution: we will give you up to £20 per month towards your gym membership
Company pension
24/7 employee assistance programme
Company sick pay
Referral programme
Discounts and savings available on our bespoke staff rewards platform
Casual dress
Free onsite parking (excluding City of London)
Loans for travel
Cycle to work scheme
25 days holiday, rising to 28
Extra holiday days available to buy, up to 1 week per year.
Regular subsidised social events
Voluntary service opportunities to a charity of your choice – up to two days per year
Long service awards
Enhanced family leave
Hybrid working
Working hours that are flexible
Extra holiday days available to buy, up to five days per year
Death in Service Benefit
As if that wasn't enough, we even provide you with unlimited refreshments, regular mouth-watering treats and healthy snacks each week
CDER Group are proud to be an Equal Opportunities Employer. We celebrate diversity and equal opportunities and are committed to creating an inclusive environment for all employees that represents a variety of backgrounds, perspectives and skills.