Quality Assurance Adviser

Search Consultancy
13 Sep 2017
22 Sep 2017
Contract Type

To support all operational business areas with the provision of a consistent approach to training and competency (T&C) and ensure the Clients T&C scheme is adhered to. To oversee quality standards and support continuous improvement to ensure exceptional customer service is provided. Apply, embed and record the Treating Customers Fairly culture and principles within area of responsibility.

Key Responsibilities:

1. Ensure compliance and adherence to the Clients T&C scheme and framework across all operational business areas

2. Ensure T&C consistency in all operational business areas, including quality sampling and performance management

3. Create and maintain the training framework in conjunction with Learning & Development ensuring bulk recruitment, ad hoc training and systems training can be accommodated

4. Ensure consistent training happens across all operational business areas

5. Liaison point for training, making recommendations for central training when trends are identified in operational business areas

6. Oversee central skills matrix for operations, ensuring regular completion by Team Leaders

7. Introduce regular knowledge checks across all operational business areas

8. Develop relationships with all operational business areas and other support functions

9. Gauge levels of risk, raise concerns and identify improvements and controls

10. Collate, check and analyse data in relation to quality standards and competency levels and to support continuous improvement

11. Liaise with managers and present findings and recommendations

12. Take responsibility for own learning and development keeping up to date with all pension, product, policy, process, procedural, regulatory, compliance and legislative developments together with a wider industry awareness and an understanding of all activities undertaken by the Customer Services department and quality standards

13. Support the FCA Treating Customers Fairly guidelines, to minimise risk to Client and Customers

14. Increase the skills of the area by coaching and sharing knowledge

Formal Education:
GCSE or equivalent

* Previous experience of quality sampling or financial services
* Ability to use Microsoft Office and Outlook
* PC Literate
* Experience of sampling processes and quality standards
* Certificate in Financial Administration CF1 and either FA2 or PMI Level 3 or equivalent

* Experience of writing training or process manuals
* Some experience in a technical or financial services environment
* Experience of leading change and continuous improvement
* Knowledge of Automatic Enrolment
* 'Overview of Auto Enrolment' module from PMI Certificate in Pension Essentials Level 3 (PMI Level 3)
* PMI4 Certificate in Pensions Automatic Enrolment (DC)
* Certificate in Financial Administration FA2

Personal Qualities:
* Excellent attention to detail
* Excellent planning and organisation skills
* Ability to influence and persuade others
* Ability to work on own initiative
* Exceptional communication skills
* Excellent time management skills
* Ability to understand, interpret and apply information
* Ability to represent the organisation externally

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.

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