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Quality Assurance Specialist (Customer Services)


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2022-06-14 11:40:221970-01-01 Lloyd Recruitment Services Limited
Job Type Permanent Full Time
Location Epsom
Area Surrey, UK Surrey UK Epsom
Sector Financial Services
Start Date
Advertiser Emma Walsh
Telephone 01372818299
Job Ref EW12106
Description
Quality Assurance Specialist (Customer Services)

The Perks:
  • Competitive Salary
  • Hybrid Working
  • Competitive salary
  • Annual 10% Bonus
  • Private Healthcare – family cover
  • Live Assurance
  • Pensions
  • Car vehicle leasing / purchase scheme
  • Onsite Parking, gym and subsidised restaurant

Exciting opportunity for an individual to join a forward-thinking and progressive organisation.
The successful individual will be based in the Quality Assurance team and will be focused on monitoring the Customer Solution team’s daily activities, through a tailored quality assurance framework and in line with FCA expectations.
Responsible for supporting and coaching the Customer Solutions Team to ensure they are providing accurate information for the customer to make an informed decision, to maintain a trustworthy sales environment that will always look to meet the customer needs and to provide best customer outcome.

Duties:
Customer Services Team
  • Support and coach the Customer Solutions Specialists
  • Perform line one compliance monitoring checks in line with Customer Solutions QA framework
  • Work closely with line 2 compliance department to ensure trends are identified and remediated and root cause analysis is completed where trends constantly occur
  • Regular feedback provided to the Customer Solutions Manager to ensure processes are constantly reviewed where trends are occurring

Team Leadership:
  • Support the Customer Solutions Manager to coach and motivate Supervisors to improve the quality of their performance
  • Build, establish and maintain open lines of communication at all levels to facilitate problem solving and team development
  • Monitor the team’s progress to ensure quality customer contact throughout all channels

Customer Management:
  • Coach and provide feedback to the Customer Solutions team in achieving good customer outcomes:
  • Monitor team performance by reviewing quality of work and feedback to individual and Supervisors
  • To conduct monthly coaching for all team members, scoring against the Customer Solutions QA framework to feedback to team and create action plans accordingly for necessary improvements
  • Working with Customer Solutions Manager for on-the-job training
  • Management reporting to be completed monthly
  • Assist with any FCA related outputs where appropriate

The Individual:
  • Quality Assurance Background
  • Excellent attention to detail
  • Knowledge / experience of the Financial Services industry and advantage
  • Coaching and training experience
  • Excellent communicator

 
NB: Lloyd Recruitment Services would like to thank you for taking the time to apply to this vacancy. However, unfortunately due to a high number of applications, we are only able to respond to shortlisted applicants. If you have not heard from us within seven days, please assume that you have not been shortlisted on this occasion. However please do join our Facebook community, to be the first to see our new positions.
 
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