Quality Assurance Officer

Together - loans, mortgages & finance; Cheadle; On-site; GBP 28,000 - 32,000; Full time

Job summary

A leading financial services provider in Cheadle is seeking a Quality Assurance Officer to conduct QA activities and ensure great customer outcomes while adhering to regulatory requirements. Candidates should have a high standard of customer service, proficiency in Microsoft Office, and effective decision-making skills. This role offers competitive benefits and a supportive work environment.

Benefits

£28,000 - £32,000 salary based on experience

Up to 20% annual performance bonus

26 days holiday plus a day off for your birthday

Health cash plan and Private medical insurance

Matched pension contribution

Gym access

Local discounts

Qualifications

• High expectations of Customer Service excellence.
• Proficient in use of Microsoft Office applications.
• Ability to provide feedback in a professional manner.

Responsibilities

• Conduct Quality Assurance activity to ensure customer outcomes.
• Provide constructive feedback to colleagues.
• Identify key risks and areas for improvement.

Skills

Customer Service excellence

Microsoft Word

Microsoft Excel

Microsoft Outlook

Attention to detail

Decision-making

Planning and organization

Education

Professional qualification (CeMAP)

Tools

SharePoint

InfoPath

Job description

Overview

Together. For over 50 years, we’ve helped thousands of people, businesses and professionals unlock their property ambitions with our common-sense approach to mortgages and secured loans. Based in Cheadle, Cheshire, our 800 colleagues help our customers throughout the UK, backed by the power of a £7.8 billion loan book.

• Country’s largest non-bank lender
• Friendly team, great career opportunities
• Role based from great modern offices in Cheadle (South Manchester)

Company Benefits

• £28,000 - £32,000 (on experience) + up to 20% annual performance bonus & great corporate benefits
• 26 days holiday, and a day off for your birthday, plus bank holidays
• Free access to company holiday homes
• Buy & sell holidays
• Discretionary annual bonus plus an additional Shared Reward Bonus
• Matched pension contribution
• Health cash plan plus Private medical insurance
• Life assurance and Critical illness cover
• Travel season ticket loans and Ride to work scheme
• Free local gym access
• Local bar / restaurant discounts

Job Description

As a Quality Assurance Officer, you will conduct Quality Assurance (QA) activity in order to ensure that Together Colleagues are delivering great customer outcomes and process guidelines, whilst adhering to regulatory requirements & company policy i.e. quality of calls/ accuracy of information being given to customers etc. Working within a team of 12, your role will be ensuring that fair & consistent customer outcomes have been reached, which are sustainable in the long-term.

As a Quality Assurance Officer, we are looking for someone to:

• Complete Quality Assurance activity in line with productivity expectations
• Maintain SME knowledge of business procedures to ensure accurate, ‘right first time’ QA assessments are undertaken
• Display consistent decision-making and provide constructive feedback to colleagues to drive improvements in competence and customer outcomes
• Help to identify key risks, trends and areas for improvement and ensure that both ‘best practice’ and common findings are shared with colleagues
• Escalate appropriately in the event of any significant regulatory or process breaches
• Identify and escalate deficiencies in business procedures that are impacting customer outcomes or business effectiveness
• Concise completion of scorecards, highlighting any risks identified and corrective action required

Qualifications

Essential

• High expectations of Customer Service excellence
• Proficient in use of Microsoft Word, Excel and Outlook
• Ability to provide feedback in a professional & constructive manner
• Excellent attention to detail
• Effective decision-making skills
• Proven ability to plan & organise workload and to adhere to targets/deadlines

Desirable (not Essential)

• Experience within the Financial Services Industry
• Relevant professional qualification (CeMAP)
• Good understanding of FCA expectations and the Consumer Duty outcomes
• Experience of Quality Assurance activity and a continuous improvement culture
• Familiar with SharePoint and InfoPath

Additional Information

If you feel you have some of the skills mentioned above, but not all, please do still apply and we would be happy to have a further discussion with you in regards to your suitability for the role.

Together embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference – we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills.

If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.

Recruitment Process

Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks.