Quality Assurance

Location: Durham

Salary: £30,000 - £35,000

Job ID: 161905

Role Description:

To provide quality assurance on the interactions with customers within the Atom Customer Support Centre, ensuring that the agents are adhering to internal processes, policies and procedures, and meeting regulatory obligations as well as ensuring that agents are responding to customer needs through channels including telephony and VOIP calls, web chat, secure messages, emails and video chat, delivering high quality in line with Atom’s culture and values and meeting Risk and Regulatory requirements.

 

The role will require you to use your process design, analytical and monitoring skills to ensure the new business processes are achieved within conduct and regulatory compliance, with a strong focus on attention to detail and accountability.

As the bank grows and develops its proposition, you will develop our processes and QA activities to ensure they remain fit for purpose and keep us aligned to the overall business plan.

 

You will be responsible for delivering outstanding levels of support to our Customer Service team, working closely with our internal teams to ensure quality and compliance throughout the new business processes.

 

Key Accountabilities/Responsibilities:

  • Build the QA framework with support from risk, compliance, audit and operations

  • Build the operational procedures and processes to support delivery of the QA framework

  • Deliver against the QA framework, reporting areas of non-adherence and putting strategies in place working with the Head of Customer Service to improve adherence

  • Identify opportunities to improve overall quality

  • Complete Monitoring and quality assurance checks

  • Analysis of TCF reports and customer outcome data

  • Maintaining own knowledge of regulatory requirements and industry practices and updating the business as required

  • Continuous improvement of procedures and audit controls

  • Provide reporting and training needs analysis to our Customer Service teams as well as Risk and Compliance functions.

 

Essential Capabilities/Experience:

  • Previous experience of QA role in a contact centre or financial services environment

  • Excellent communication skills

  • Coaching skills

  • Proven and demonstrable experience in a financial services MI team

  • Extensive Quality Assurance skills and knowledge of financial services regulation

  • Proven monitoring, feedback and analytical skills with a track record of improving standards

  • Ability to problem solve and provide solutions

  • Self-motivated with exceptional planning, organisation and technical skills

  • Passionate about delivering service excellence

  • Excellent communication, training and presentation skills – verbal and written

 

Desired Capabilities/Experience:

  • Knowledge of banking regulations

  • Regulatory reporting experience

  • Presentation skills

 

Key Performance Indicators:

  • QA checks completed in line with QA framework

  • Improvement in Customer Support Centre Adherence

  • Productivity levels and SLA’s

  • Treating customers fairly

  • Conduct, Risk and Compliance

  • Quality Assurance standards

  • Internal stakeholder satisfaction