Quality and Compliance Analyst

Virgin Money; Newcastle upon Tyne; Hybrid; GBP 26,000 - 33,000; Full time

Job summary

A financial services provider is seeking a Customer Support professional to join their team in Newcastle upon Tyne. In this hybrid role, you will be responsible for ensuring the quality of customer outcomes and conducting compliance testing. Ideal candidates should have strong analytical skills, an eye for detail, and a commitment to excellent customer service. The role offers a competitive salary ranging from £26,400 to £33,000 plus benefits.

Qualifications

• Experience in testing and quality assurance within a financial setting.
• Ability to analyze customer outcomes and provide actionable feedback.
• Strong communication skills and ability to work with stakeholders.

Responsibilities

• Conduct quality testing for the Financial Care Team.
• Ensure compliance with regulatory requirements.
• Analyze trends to drive improvements in customer outcomes.

Skills

Customer service orientation

Analytical skills

Attention to detail

Job description

Business Unit : Customer Support Salary range : £26,400 - £33,000 per annumDOE?+ benefits Location : UK Hybrid - Leeds / Gosforth / Glasgow Contract Type : Permanent

Our Team

The world is changing and so are we. That is why we are a home for the courageous. We reward those who push themselves, but we know you would do it anyway. You are naturally curious, ambitious, and brave. You want to do big things, and we have the roles to make that happen. We're looking for a professional and efficient individuals to work closely with the teams across our Financial Care Team to ensure we are providing a superior customer service.

What you'll be doing

• Responsible for undertaking quality and competence testing across Financial Care Team in line with the framework and methodology. Including Regulatory requirements, the Consumer Duty Principle, cross cutting rules and outcomes.
• Providing assurance over the fairness, appropriateness and quality of customer outcomes reached, ensuring testing and associated results are centrally and consistently recorded, with timely feedback provided to relevant stakeholders within the business.
• Focusing on driving improvements in customer outcomes.

Responsible for performing effective trend and root cause analysis to identify and highlight where good outcomes...