Quality Assurance Manager

My client, a dynamic and growing company are looking for a Quality Assurance Manager to play a key role in supporting the delivery of the achievement of a high quality customer experience across Servicing Operations.

Salary: £42,000 – £48,000

Responsibilities:

To ensure that the Quality Assurance team have a consistent and effective approach to carrying out first line defence activities
To represent the voice of the customer to drive business process and customer service improvements
To identify service and process efficiencies, leading to improvements across all areas of the business, with appropriate balance between customer and commercial drivers
To be accountable for supporting the training and development needs of the teams and ensuring they are met through delivery of programs that develop appropriate skills, knowledge and behaviour
To ensure a high level of customer service is delivered to all customers, both internal and external in line with legal/statutory requirements and SLA’s
Ensure that all QA & RCA programmes focus on measuring and improving customer experience and ensuring they measure and meet regulatory requirements
To be accountable for operational controls, processes and procedures and recommend and lead on improvements to drive TCF in the business and improve customer experience
To be responsible for identifying business improvements which may drive revenue generating change controls or reduce exposure to financial loss
To review, recommend and implement new or improved business processes to improve customer experience and efficiencyEssential Attributes:

A level qualification or equivalent
Proven team management experience in a customer facing role
Experience of having managed a successful QA & RCA programme that delivered high levels of customer satisfaction
Knowledge of the Call Centre and Mortgage industry including FCA, MCOB, DPA and TCF
Must come from financial Services background
Must have risk management experience
Call centre team leadership experience
Service team leadership experienceCompany offer a good working environment, excellent benefits and career progression.