Quality Assurance Specialist monitoring collections calls and ensuring FCA compliance in motor finance. Collaborating with agents to improve performance and uphold best practices.
About the role
- Quality Assurance Senior Analyst responsible for quality compliance in customer service. Reviewing transactions, coaching representatives, and reporting trends to management team.
Responsibilities
- Responsible for reviewing Contact Center calls and transactions to ensure compliance, accuracy and that the customers experience exceeds expectations.
- Responsible for communicating trends to the Management team and coaching Customer Service Representatives where necessary.
Requirements
- Knowledge in GBS Quality Management Framework
- Must have at least a year tenure in their current level
- Meet job expectations and pass all performance metrics in his/her current unit for the last 6 months.
- Business Acumen - Expert in business unit transaction process and can QC in current skillset from his current team
- Had at least mastered 75% of the work types of the supported business unit
- Should NOT have any privacy breach incident count for the last 6 months.
- Should NOT have any disciplinary action for the last 12 months.
- Should have an average Unscheduled Leave utilization of <2% for the last 6 months.
- Should NOT be under any Performance Improvement Plan
- Excellent problem-solving skills.
- Excellent verbal and written communication skills
- Keen to details and can easily determine errors.
- Ability to multitask.
- Must have good organizational and time management skills with the ability to be flexible to changing environments and to work independently and meet tight deadlines.
- Ability to handle meeting and training refreshers/calibration.
- MS Outlook, MS Excel, MS PowerPoint.
- Basic SharePoint Knowledge
- Demonstrate good knowledge in processing-related applications.
- Demonstrate good knowledge in quality reporting tools.
- Knowledge on 7 Basic Quality Tools.
- Good to have “Highly Effective” rating for the last performance review period.
- Completed the Basic Quality Skills Training
- Design Thinking Trained
- Knowledge on Basic Quality Management Standards (PQA, ISO 9001 or COPC
Benefits
- We’ll empower you to learn and grow the career you want.
- We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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