Location
Shirley
Department
Business Support
Advertising Salary
Dependent upon experience
Vacancy Type
Permanent

About the Role

Purpose of the role
Working as part of the Quality & Control function, completing Quality Assurance, Quality Control and Outcome testing reviews to assess and report on the operations and appointed third party service provider’s ability to deliver fair customer outcomes, whilst maintaining regulatory adherence.
 
Duties and responsibilities
  • Completing risk based reviews by way of Quality Assurance, Quality Control or Outcome Based Testing activities (both internal and externally managed customer interactions) i.e. call monitoring
  • Working closely with other team members, aiding where required to ensure that the teams targets are achieved
  • Delivering constructing feedback to individuals to promote a standard of excellence across customer interactions
  • Managing, organizing and updating information onto systems to enable accurate statistical data to be produced and analyzed
  • At times, presenting and summarizing key findings in meetings or written reports
  • Keeping abreast of regulatory changes and/or developments
  • Producing or updating policy and procedure documents where required

About You

Skills
English literacy
Have an excellent use of the English language via verbal communication and using correct grammar, punctuation and spelling via written communication.

Policies and procedures
Adheres to HR policies and procedures.

Numeracy
Can provide accurate numerate information via verbal communication and provides accurate data via written communication.

IT aptitude
Has an awareness of computers in terms of the hardware used.
Understands information systems in terms of specific systems used and the data and processes held within the system.
Has sufficient familiarity of networks in terms of structure and functionality.
 
Working hours
37.5 hours per week – whilst our standard hours are Monday to Friday, 8.30am to 5.00pm (one hour for lunch) we encourage flexible working and your preferred options will be considered.

Training
Relevant training will be provided.

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