Quality Assurance Associate

The Cannon Group; Runcorn; On-site; GBP 24,000 - 28,000; Full time

Job summary

A leading company in debt collection is seeking a Quality Assurance Associate to monitor customer interactions and ensure compliance with internal standards. This role offers excellent earning potential, career progression, and a supportive work environment with various employee benefits.

Benefits

30 days holiday

Employee Assistance Programme

Free parking

Free tea and coffee

Free monthly lunch

Company social events

Full training provided

Career development opportunities

Qualifications

• Familiarity with Microsoft Office for effective reporting.
• Excellent verbal and written communication skills.
• High attention to detail for compliance.

Responsibilities

• Conduct regular quality monitoring reviews across all business areas.
• Identify best practices and areas of concern, providing feedback.
• Collaborate with teams to design corrective action plans.

Skills

Communication

Time Management

Problem Solving

Attention to Detail

Tools

Microsoft Office

Job description

DCBLis a highly successful business and are one of the market leaders in Debt Collection and High Court Enforcement. We are committed to maintaining the highest standards, exceeding expectations and maintaining a compliance with regulations and guidance of our accrediting bodies.

A fantastic new opportunity to join us as a Quality Assurance Associate has become available. You would be joining our continually growing organisation which offers excellent earning potential and real career progression.

As a Quality Assurance Associate, you'll focus on monitoring customer interactions to ensure compliance with internal standards and industry regulations. You will be instrumental in developing monitoring systems, working alongside teams to foster a compliant culture. The role of Quality Assurance Associate would suit someone with good organisational skills and attention to detail along with a "whatever it takes" attitude.

• Salary up to £28,000 per annum
• Hours of work 09:00 - 17:00
• Monday Friday schedule (36.5 hours per week)
• Early finish Fridays
• Dress Down Fridays
• 30 days holiday (including Bank Holidays)
• Employee Assistance Programme
• Newly refurbished offices
• Free Mersey Gateway bridge pass
• Free parking
• Free tea and coffee facilities
• Free monthly lunch
• Company social events
• Full training provided
• Career development and progression opportunities
• Rapidly expanding multi-functional operation
  
  

Key Responsibilities Of a Compliance Associate

• Conduct regular quality monitoring reviews across all business areas to assess the effectiveness of communications and processes.
• Identify best practice and areas of concern, providing feedback and findings to relevant stakeholders.
• Analyse results from quality monitoring, identify recurring issues or themes, and determine the root causes.
• Collaborate with relevant teams to design corrective action plans to improve overall quality.
• Identify training needs based on the findings from quality reviews and liaise with operational managers and the training department to ensure support is provided to the necessary teams to improve performance.
• Work closely with the Operational teams to ensure internal processes align with regulations and company standards. Regularly review and update these processes to ensure ongoing compliance.
• Monitor and assess adherence to customer and regulatory requirements, including identifying data breaches, ensuring objection handling is effective and complaints are managed according to company protocols.
• Log and report outcomes and trends identified through QA reviews. Conduct detailed root cause analysis and engage with stakeholders to implement necessary improvements.
• Participate in various activities, such as process drafting and training initiatives, in collaboration with the compliance team and wider operational teams.
• Prepare and deliver MI reports to senior management and other business areas, ensuring that relevant data is clear, concise, and actionable.
  
  

Skills And Experience Required

Familiarity and competency using Microsoft Office (Word, Excel, Outlook) is essential for effective reporting and communication.

Excellent verbal and written communication skills, with a strong ability to produce reports, present findings, and deliver feedback.

Strong time management skills to manage multiple priorities efficiently and meet deadlines.

Ability to work flexibly and adapt to changing circumstances.

High attention to detail to ensure the accuracy and compliance of all processes.

Ability to solve problems, be proactive and make decisions effectively.

Ability to work as part of a team and alone.

Ability to multitask in a fast paced office environment.