Quality Assurance Officer

Our client, a leading and fast-growing business in the Financial Services industry is seeking a Quality Assurance Officer to join their team on a full-time, permanent basis.

Due to growth our client is looking to add a Quality Assurance Officer to join them on a permanent basis, working with internal teams where you will be responsible for completing testing around quality control of calls and the overall end-to-end journey, ensuring customer satisfaction is high whilst staying in line with procedures and policies and FCA guidelines.

The ideal candidate will have a minimum of 2 years’ experience in a similar Quality Assurance role particularly in a Financial Services environment, where you are used to working with different internal teams to ensure a high level of quality is maintained at all times.

Due to the location of the office candidates will be required to have access to their own vehicle.

Key Responsibilities:

- Assess calls based on different call types, ensuring compliance with FCA guidelines and regulations

- Assist the Customer experience team in creating weekly and monthly reports outlining patterns, risk and trends for higher management

- Identify trends and risks in the team whilst escalating to management

- Perform spot checks, offering guidance on emerging themes and trends

- Implement ongoing training and development for staff to improve call performance and overall performance within the team

Key Experience:

- A minimum of 2 years’ experience in a similar Quality Assurance role, particularly within the Financial Services industry

- Essential to have a solid understanding of consumer duty, outcome testing and cross-cutting rules

- Good understanding of FCA guidelines and regulations

- Able to work closely with multiple teams to ensure a high level of feedback and guidance is performed and maintained

- Confident liaising with colleagues and clients of all levels, with teams and different departments within the business

This is a fantastic opportunity to join a thriving business who are growing at a fast-rate, working in an important role to provide a high level of Quality Assurance to the team, ensuring FCA guidelines and standards are upheld.

CVs are being reviewed, so please apply now for immediate consideration.