Quality Assurance Analyst
- Location: Reading
- Job Type: Permanent, Full time.
- Salary: Competitive salary DOE
My client, a leading purchaser of consumer debt portfolios, are recruiting for a Quality Assurance Analyst. The team is dedicated to achieving positive outcomes for the customers and supporting them in clearing their debt and repairing their credit record. We are looking for a professional individual who is committed to maintaining our high regulatory obligations and quality standards.
Day to Day of the role:
- Undertake evaluations of telephone calls, correspondence, and tasks to ensure compliance with regulatory obligations and quality standards.
- Review and evaluate customer interactions against a set QA framework accurately.
- Provide clear and precise feedback on QA evaluations, highlighting areas for improvement and best practice.
- Recommend remediation actions to address any identified issues.
- Ensure all QA monitoring is completed within agreed timescales.
- Participate in calibration sessions to ensure consistency in QA evaluations across the team.
- Support the delivery of QA feedback and training initiatives for staff on compliance and regulatory matters.
- Assist with the preparation of QA materials for company meetings and staff reviews.
- Identify instances of actual or potential customer detriment for immediate action.
- Highlight broader trends and process failures for continuous improvement.
- Maintain up-to-date knowledge of industry, regulatory, and legal developments to support our TCF objectives.
- Undertake additional tasks and projects as required.
Required Skills & Qualifications:
- Strong written and verbal communication skills.
- Proficient IT skills.
- Good organisational skills with the ability to meet deadlines.
- Keen attention to detail and anomaly identification.
- Ability to work both independently and within a team environment.
- A-level standard education or equivalent as a minimum.
Benefits:
- Competitive salary.
- Excellent benefits package upon successful completion of probationary period.
- Free lunch and refreshments.
- Hybrid working opportunities.
- Free parking.