Quality Officer Complaints

The Quality Officer will be responsible for:
Completing the required volume of Quality Assurance (“QA”) assessments, ensuring consistency with peers through calibration and levelling sessions
To ensure the identification of unfair customer outcomes and regulatory non-compliance as part of QA assessments
Identify process improvement opportunities as part of QA assessments that enhance the way in which our client operates
Support calibration sessions throughout the company 
The Role
Key accountabilities:
It is expected that in discharging the accountabilities described below the post holder will consult with and gain the support of the key stakeholders, in particular QA Monitoring Manager.
In carrying out the responsibilities of the role, the post holder may work with (or have significant contact with) all divisions within the company.
The post holder is directly accountable for the following outputs:
QA Framework:
Responsible for ensuring that all required QA assessments are completed for their area of responsibility
Responsible for achieving all personal KPI’s and objectives so that business goals are achieved
Responsible for completing regular audits of QA platforms to ensure MI is fit for purpose and users are up to date
Responsible for identifying trends and red flag areas to the QA Monitoring Manager
Responsible for communicating feedback of the results of QA assessments through the written feedback included in QA assessment toolkits
Responsible for supporting calibration and levelling sessions with operational areas
Raise any regulation breaches immediately to the QA Monitoring Manager 
Identify and evaluate risks within area of responsibility (including errors, fraud and inappropriate procedures) ensuring sufficient business controls are in place to minimise exposure to risk
Take appropriate measures to manage and mitigate these risk, recognising your individual responsibility and accountability for risk in relation to your role and follow effective best practice processes
Establish and maintain entries within the departmental risk register 
Continuous Professional Development
Own your continued professional development by ensuring that the skills and knowledge required to deliver your role effectively are up to date 
Optimise opportunities for continuous professional development, examples of which may be to capture useful experiences for growth and learning such as working with colleagues from elsewhere in the business, read professional publications, contribute to relevant forums within the business, attend training courses etc 
Ensure that the benefits of the activity are relevant to the needs of the business, the team and your role in order to add value to all three factors 
Responsible for ensuring that all necessary steps are taken to protect customer and retailer confidentiality whilst also protecting company and commercially sensitive information especially in relation to potential fraud and in the storage and disposal of confidential customer information in the correct manner
Ensure compliance with all relevant legislation and specifically that which relates to Data Protection, Money Laundering, Health and Safety, Bribery Act and Treating the Customer Fairly (‘TCF’) and attend update training as may be required from time to time
Ensure compliance with SOX requirements by ensuring ongoing compliance with the following objectives: 
controls in their processes are effective to manage risks (in conjunction with Financial Control)
processes are operating as mapped
departmental staff are aware of their responsibilities and operate in line with the Group standard
provide assistance to financial control in the performing of any testing
exceptions are noted and appropriate remedial action taken
any changes to process/systems have been approved in line with Group policy/procedure 
Continuous Improvement
Responsible for preparing for all 121’s and keeping your personal development plan up to date at all times
Demonstrating the company behavioural values at all times
Responsible for keeping up to date with changes to procedures and processes and access all company communication channels on a regular basis
To offer improvements to current processes to benefit both our internal and external customers 
To undertake any other duties as specified from time to time in accordance with the company’s business requirements.
Person Specification
Previous experience of Call Monitoring/Quality Assessment
Complaints focussed and has done at least 12 months complaints in regulatory environment.
Knowledge of TCF framework
Knowledge of the consumer finance regulatory environment
Resilient with the ability to remain calm under pressure
The ability to manage a varied caseload
Strong verbal and written communication skills
A high level of accuracy and attention to detail
Effective listening & questioning skills
Ability to work on own initiative and in a pro-active manner
Excellent organisation and prioritisation skills
Excellent facilitation skills to conduct calibration and levelling sessions 
How to apply
Email your CV to melanie.litchfield@tpn.co.uk and for an initial discussion call Melanie on 01604 766851
Date posted
Salary: £20,000 - £25,000 DOE
Location: Leeds