An excellent role within an established, highly successful and popular lending operation.
Quality Monitoring Officer
Working as part of a team performing post-completion quality assessments, committed to reducing risk and improving the customer journey in line with regulation, industry codes and business requirements.
Undertaking account level reviews and telephone call monitoring to ensure internal processes are followed to provide our customers with the best experience possible.
Duties and responsibilities
- Assist with the development and delivery of robust quality monitoring processes where the customer journey is at the heart of everything we do.
- Undertake regular quality and compliance assessments.
- Efficiently compile and record audit results onto systems to facilitate the production of management information.
- Deliver constructive feedback to individuals to promote a standard of excellence.
- Escalate any conduct or commercial risks identified whilst carrying out reviews immediately to senior member of staff.
- Identify and share best practice and assist with the development of processes and procedures.
- Organise own daily work flow, ensuring that processes and procedures are adhered to at all times and tasks are performed to agreed service standards and to meet deadlines.
- Work closely with other team members, providing assistance where required, to ensure the team and individual objectives are consistently achieved.
Skills required
- Excellent written and verbal communication skills.
- Ability to anticipate and respond positively to changing situations.
- Attention to detail.
- Ability to challenge business policies, processes and procedures in a constructive manner.
- Be able to collate, interpret and interrogate data on which decisions are based.
- Have a track record in delivering outstanding customer service.
- Be capable of organising and prioritising workloads, ensuring deadlines are always met.
- Proactive approach, self-motivated and able to acquire new skills and grasp concepts quickly.
The role is available immediately and is offered on a Hybrid basis..