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SalaryDescription
As a result of continued growth, we now have an excellent opportunity for a Quality Assurance Officer to join our Debt Recovery team based at our Derby head office.
The role involves reporting observations on file handling across the department and providing a first line of defence to departmental Quality Assurance.
The successful candidate will need to demonstrate a proven track record for collaborative working with a range of different stakeholders, astute operational knowledge, and a keen eye for efficiencies and improvements.
Knowledge plays an increasingly important part of our business, so we are looking for a hands-on individual with excellent interpersonal and analytical skills, who is an effective communicator with a commitment to continuous improvement.
Key Responsibilities
- Sample checking 1LOD (First Line of Defence – Quality Assurance and Line Management) controls to ensure these are effective, adding value and that findings are acted upon.
- Running calibration sessions with 1LOD to ensure conduct and compliance standards are aligned and understood.
- Designing monitoring and testing activities for areas deemed to be of higher focus within a particular compliance risk.
- Executing the review of internal controls that support various regulatory requirements in addition to internal firm requirements (Internal Control Testing).
- Executing outcome monitoring using analytical techniques to detect potential breaches of regulatory obligations (Outcome-Based Monitoring).
- Working with conduct and compliance colleagues to design high value, efficient monitoring and testing activities.
- Executing monitoring and testing activities in-line with established standards and agreed plans.
- Identifying real-time process improvements and suggest resolutions when applicable.
- Building sound knowledge of the firm’s and departments’ policies and SLAs.
- Conducting regular reviews of files and call recordings of all fee earners across the firm and provide both positive and constructive feedback when required.
- Conducting review and analysis of any complaints received.
- Identifying trends and risks and provide suggested remedial action to the management team.
- Using performance data to help identify and highlight any trends with particular clients, industries or the department as a whole (whether positive or negative).
- Working with the relevant teams on a day-to-day basis, embedding and reviewing systems and processes.
- Reporting findings and proposals to the Team Leader and Debt Recovery Managers.
- Recommending improvements and present findings as required by the operational management team.
- Maintaining commitment to total quality management, completing periodic reviews of all processes.
- Managing and deliver specific projects for the business as required.
Skills, Knowledge and Expertise
You will:
- Have experience in a legal setting;
- Have experience in auditing files and calls;
- Have experience in working with large data sets;
- Have excellent IT skills with the ability to produce informative reports;
- Have advanced skills in Microsoft Excel;
- Be able to prioritise your own workload to meet deadlines; and
- Have great communication skills, including the presentation of data and findings.
Disclosure will be required in the event that a position is offered.
Financial checks will be required in the event that a position is offered.
Benefits
What we offer?
- Competitive salary
- Bonus potential
- Great working environment at our Derby Head offices
- Career Development opportunities
- 25 days holiday plus bank holidays
- Options to buy & sell 1 week’s holiday
- 1 week’s holiday carry over
- Extra day off for your birthday
- Staff card discount scheme for local shops
- Social days and evenings on the firm
- Staff discounts on legal services
About Flint Bishop
Flint Bishop is a multi-award-winning, top 200 UK law firm. We have been providing legal services to businesses and individuals for over a century.
Recognised as a ‘leading firm’ by both Chambers & Partners and The Legal 500, the outstanding quality of our staff and service levels is underlined by our ISO Quality Assurance accreditations, industry awards and peer ranking.
We have over 200 solicitors and legal experts who use their technical skills and expertise for one mission: to provide clients with clear advice that helps them to achieve their goals as effectively as possible.
Recognised as a ‘leading firm’ by both Chambers & Partners and The Legal 500, the outstanding quality of our staff and service levels is underlined by our ISO Quality Assurance accreditations, industry awards and peer ranking.
We have over 200 solicitors and legal experts who use their technical skills and expertise for one mission: to provide clients with clear advice that helps them to achieve their goals as effectively as possible.
