Salary: £30,000 - £35,000
Job ID: 161905
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.
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.
Previous experience of QA role in a contact centre or financial services environment
Excellent communication 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
Knowledge of banking regulations
Regulatory reporting experience
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