Quality Assurance (QA) Assessor - Contact Centre

Quality Assurance Assessor JobOverview

We are looking for a highly motivated, skilled,driven individual to join our team. The ideal candidate will have previous experience working in a regulated environment, assessing calls within the FCA s regulatory framework. The successful candidate will be responsible for assessing calls, and identifying risks, patterns and trends.

Tasks

Responsibilities

• Assess calls based on a range of different call types relating to enquiries for potential claim types to ensure they are compliant with regulatory authorities including the Financial Conduct Authority ( FCA )
• To work closely with the existing Quality Assurance Assessor and agree
  workloads to ensure that time is managed effectively and the correct volumes of calls are monitored within an effective timeframe
• Assist our existing quality assurance assessor in creating weekly and monthly reports for the Call Centre Manager, compliance manager and learning and development manager to outline patterns, risks and trends.
• To complete accurate call assessments for each call that you listen to and ensure that a consistent and fair approach to the scoring is made.
• Conduct calibration sessions with the Head of Compliance and contact centre team leaders to ensure that assessments are aligned.
• Conduct compliance spot checks and advise on themes and trends.
• Responsible for implementation of ongoing enhancement in compliance procedures, whilst ensuring its alignment with business objectives
• Responsible for the monitoring of compliance of outgoing emails, webchat, sms and whatsapp

Requirements

Requirements

• Background working in an FCA regulated environment essential
• A self-driven and proactive approach to assessing calls
• Excellent planning and organisational skills
• Strong attention to detail.
• Ability to communicate effectively with an ability to feedback assessments in a constructive manner.
• Ability to be adaptable in a fast-paced environment within a growing business