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Slough, Berkshire
Quality Assurance Specialist
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Salary: Up to £45,000 per annum |
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Overview
The Quality Assurance Specialist Slough £40,000 Family Bupa Car PRINCIPAL ACCOUNTABILITIES: Under the guidance of the Chief Risk Officer (CRO) this role is designed to assist the various departments of each of the three UK businesses in checking the quality of our customer facing activities, mainly by carrying out first level controls in operational departments where there is a conflict of interest between management and the controls over the activities they are responsible for. Both companies are regulated by the Financial Conduct Authority (FCA) and we must be able to demonstrate that quality is of high importance to us, thus internal controls necessarily exist.The job holder will be required to work closely with the operational teams in the following areas: a) Customer Care, b) Complaints, DSAR’s c) End of Contracts, d) Collections, Although reporting to the CRO, this role is very much a company-wide activity, with the job holder having regular contact with Team Leaders and Managers throughout the entities.The job holder will carry out certain identified first level controls in each of the departments listed.Workloads will be regularly reviewed (by the CRO in conjunction with Heads of Departments (HOD’s) to ensure a fair balance is achieved across the departments. DESCRIPTION First level controls exist in all company procedures and these will normally be followed by the QA Specialist where there is an identified managerial conflict of interest.These controls will be agreed in advance by the CRO and the job holder. Business areas do have metrics but with a specialist’s eye for detail, any new or improved metrics will be considered both by the respective HOD’s and CRO. The companies aim to have continuous evolution of identification of operational risks and methods to control, limit or avoid them whilst providing a service to our customers (internal and external) that meets their needs. Along with carrying out controls and quality checks there is a need to develop a Treating Customers Fairly (TCF) dashboard that meets the needs of our regulator .It is envisaged that the job holder will be able to assist the Compliance Manager in developing and maintaining the TCF dashboard once they have become aware of the various business QA needs. PERSON SPECIFICATION: Excellent verbal and written communication skills with attention to detail being a key requisite This is an important role requiring high levels of accuracy.Two entities are regulated by the Financial Conduct Authority and all three companies are subject to strict sets of rules that apply to data protection standards. KNOWLEDGE, EXPERIENCE, QUALIFICATIONS: An experienced Quality Assurance Specialist or Team Leader is sought for this role and rewards will be commensurate with the experience offered to us. A minimum upper 2 nd Class degree is required unless the applicant can demonstrate substantial previous experience in a quality control environment. Excellent analytical and Microsoft Office/G-Suite skills Demonstrable evidence of implementing measures to improve company methods / quality It is expected that the job holder will obtain the Industry Level 3 Certificate for Automotive Finance Specialists within 2 years of commencing the role if the job holder has not already qualified before joining.