Quality Assurance Associate

Quality Assurance Analyst

• Location: Reading
• Job Type: Permanent, Full time.
• Salary: Competitive salary DOE

My client, a leading purchaser of consumer debt portfolios, are recruiting for a Quality Assurance Analyst.  The team is dedicated to achieving positive outcomes for the customers and supporting them in clearing their debt and repairing their credit record. We are looking for a professional individual who is committed to maintaining our high regulatory obligations and quality standards.

Day to Day of the role:

• Undertake evaluations of telephone calls, correspondence, and tasks to ensure compliance with regulatory obligations and quality standards.
• Review and evaluate customer interactions against a set QA framework accurately.
• Provide clear and precise feedback on QA evaluations, highlighting areas for improvement and best practice.
• Recommend remediation actions to address any identified issues.
• Ensure all QA monitoring is completed within agreed timescales.
• Participate in calibration sessions to ensure consistency in QA evaluations across the team.
• Support the delivery of QA feedback and training initiatives for staff on compliance and regulatory matters.
• Assist with the preparation of QA materials for company meetings and staff reviews.
• Identify instances of actual or potential customer detriment for immediate action.
• Highlight broader trends and process failures for continuous improvement.
• Maintain up-to-date knowledge of industry, regulatory, and legal developments to support our TCF objectives.
• Undertake additional tasks and projects as required.

Required Skills & Qualifications:

• Strong written and verbal communication skills.
• Proficient IT skills.
• Good organisational skills with the ability to meet deadlines.
• Keen attention to detail and anomaly identification.
• Ability to work both independently and within a team environment.
• A-level standard education or equivalent as a minimum.

Benefits:

• Competitive salary.
• Excellent benefits package upon successful completion of probationary period.
• Free lunch and refreshments.
• Hybrid working opportunities.
• Free parking.