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Career Opportunities

Quality Assurance Coordinator

  • Date Posted: 28/03/2019
  • Contract Type: Permanent
  • Rate/Salary: Dependant on Experience
  • Job Reference: ELLQA
  • Location: Bourne End

Job Purpose

Everyday Loans are committed to ensuring that Treating Customers Fairly is applied to all areas of the business. This key role will be to act as a Customer Champion within Operational control providing effective quality assurance to positively influence regulatory adherence, capability and the level of Customer Service provided.

 

Key Responsibilities

    • Completion of quality assurance observations in line with the agreed policies and procedures using the ELG systems (Call recording & Pan) on a monthly basis.
    • Working to the QA framework to provide the required standards, controls and procedures
    • Working to the agreed QA operating model with the Quality Assurance Manager
    • Working towards the QA operating model, identifying issues requiring improvement and potential themes, and identifying relevant remedial actions required and tracking through to completion.
    • Work closely with key stakeholders to support performance improvement
    • Highlight training requirements and relevant actions from findings
    • Identify and initiate value adding activities to enhance customer satisfaction.
    • Ensure current operational procedures are carried out to the highest level and meet the business needs.
    • Ensure compliance is maintained to business requirements i.e. adhering to current operational policies.
    • Embedding Value Adding Quality Management within the organisation 

      Key Interfaces

       

  • Operational Management
  • First and Second Line of Defence: Operational Control and Compliance
  • Branch Network

 

Skills and Experience

  • Quality Assurance experience ideally within the financial services sector.
  • Knowledge and experience of working within the FCA principles, TCF and the Businesses regulatory policies and procedures
  • The ability to use a range of analytical tools to identify and assure the level of quality delivered.
  • Knowledge of relevant customers and products
  • Ability to challenge behaviours.
  • Ability to identify trends within business areas as well as where appropriate identify and escalate related risks.
  • Strong communication skills (written and verbal).
  • Well developed IT Skills.

Competencies

  • Attention to detail
  • Customer Focus
  • Drive for performance
  • Communication skills + self confidence
  • Influencing others
  • Concern for Detail and Quality
  • Organising

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