Quality Assurance Officer

About This Role

This Quality Assurance Officer role involves evaluating and analyzing customer interactions across various communication channels to ensure compliance with business processes and policies. The officer identifies areas for improvement and potential customer detriment, providing constructive feedback to support continuous improvement and maintain excellence in customer service and product knowledge.

Responsibilities

• Listen to and evaluate customer interactions to ensure they are handled in a regulatory compliant manner, promoting good customer outcomes
• Ensure interactions are reviewed in line with process and the outcome is a true and accurate reflection of the information presented
• Develop a comprehensive understanding of business processes and procedures to ensure all interactions are analyzed consistently
• Identify and report any recommendations to drive continuous improvement to support the delivery of good customer outcomes
• Take responsibility for continuous personal development, driving performance through excellent knowledge and skills
• Deliver both written and verbal feedback in a constructive and coherent manner that promotes collaboration with Operational and Support functions
• Identify potential customer and business detriment in line with guidelines, proactively completing any remedial actions to ensure good outcomes are maintained
• Manage individual work allocation, taking ownership of all assigned tasks through to completion
• Maintain a sound knowledge of regulatory compliance requirements, taking personal accountability for adherence to regulatory and compliance control procedures

Requirements

• Proven track record of delivering customer-focused outcomes in a fast-paced regulatory environment
• Strong attention to detail with the ability to analyze interaction and make decisions with confidence
• Previous experience of working in Sales, Service or Quality Assurance
• Excellent communication skills, with the ability to liaise and communicate effectively with all employees
• Good organizational skills with the ability to prioritize workload effectively
• Excellent problem-solving skills
• Experience of delivering to targets and taking ownership of individual performance
• Good regulatory understanding of the FCA, GDPR, TCF principles, Complaints handling and the Financial Ombudsman Service

Benefits

• Personal and professional growth encouraged
• Internal mobility programmes providing networking opportunities
• Leadership development programmes
• Health Cash Plan
• Instant discounts
• New credit building tool
• Salary Finance

Important Details

• Contract: permanent
• Schedule: full time, 37.5 hours per week
• Work format: remote and office-based options available

About the Company

Quality Assurance is essential in ensuring that the company's products and services are assessed and processed accurately and consistently to support an excellent experience for customers. The role is also vital to ensure that D&G meets the requirements of the Financial Conduct Authority (FCA) and adheres to the Treating Customers Fairly (TCF) principles.