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Quality Assurance Officer Ipswich

BCMGlobal

BCMGlobal Ipswich United Kingdom

2 months ago

Overview

You will be responsible for delivering independent, objective and consistent measurement of quality standards and for investigating internally identified errors and potential errors with a possible financial or reputational implication for Rooftop and its Clients.

You will provide oversight of customer accounts to ensure the correct outcomes are reached and excellent service is being delivered by Rooftop’s outsourced service providers. You will identify areas for correction and improvement and manage Rooftop’s outsourced service providers to ensure corrective actions are completed.

The role is responsible for upholding and enforcing quality standards within the scope of Rooftop’s monitoring plan.

Key Accountabilities and main responsibilities

Strategic Focus

Ensure Rooftop consistently demonstrates a customer focused mindset, adheres to conduct responsibilities and provides excellent service to its Clients.

Operational Management

Plan and undertake quality assurance... work

Perform themed case reviews of customer accounts.

Perform call listening and call calibration regarding customer interactions.

Perform assessments of case referral decisions.

Produce reports on quality assurance work undertaken.

Ad-hoc tasks delegated by Rooftop’s Senior Mortgage Manager.

Own Rooftop’s Quality policy.

People Leadership

Effective communication across Rooftop’s key relationships -

Rooftop team members.

Rooftop’s stakeholders.

Rooftop’s outsourced service providers.

Governance & Risk

Establish expert knowledge and awareness of Rooftop procedures and policies and maintain understanding of them, including changes.

Establish expert knowledge and awareness of procedures at Rooftop’s outsourced service providers and maintain understanding of them, including changes.

Ensure completion of mandatory training

Champion a ‘best practice’ approach to ensure Rooftop delivers correct outcomes for its customers.

Attend governance meetings with Rooftop’s outsourced service providers and senior management to present reports on quality assurance work undertaken.

Maintain comprehensive knowledge of regulatory standards affecting mortgages.

Experience & Personal Attributes

Required

Mortgage product and collections knowledge

Consumer debt / mortgage arrears experience

Though understanding of the regulatory regime impacting mortgages

Quality assurance / audit experience

Call listening and call calibration skills

Excellent oral and written skills

Influencing skills

Good organisation skills

Ability to work as an effective team member - be cooperative, and supportive and as a self-starter to work independently

High degree of accuracy

Ability to organise workload to meet deadlines

Ability and willingness to see task through to completion
Ipswich UK

Salary Criteria

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