Quality Assurance Officer

As a Quality Assurance Officer, you will conduct Quality Assurance (QA) activity in order to ensure the delivery of good customer outcomes by colleagues working within process guidelines and adhering to regulatory requirements & company policy. You will consider the overall customer journey and Consumer Duty expectations when carrying out the QA activity; ensuring fair & consistent customer outcomes have been reached, which are sustainable in the long-term.

As a Quality Assurance Officer, we are looking for someone to:

• Complete Quality Assurance activity in line with productivity expectations


• Maintain SME knowledge of business procedures to ensure accurate, 'right first time' QA assessments are undertaken


• Display consistent decision-making and provide constructive feedback to colleagues to drive improvements in competence and customer outcomes


• Help to identify key risks, trends and areas for improvement and ensure that both 'best practice' and common findings are shared with colleagues


• Escalate appropriately in the event of any significant regulatory or process breaches


• Identify and escalate deficiencies in business procedures that are impacting customer outcomes or business effectiveness


• Concise completion of scorecards, highlighting any risks identified and corrective action required
  
  Essential


• High expectations of Customer Service excellence


• Proficient in use of Microsoft Word, Excel and Outlook


• Relevant professional qualification (CeMAP)


• Ability to provide feedback in a professional & constructive manner


• Excellent attention to detail


• Effective decision-making skills


• Proven ability to plan & organise workload and to adhere to targets/deadlines


Desirable

• Experience within the Financial Services Industry


• Good understanding of FCA expectations and the Consumer Duty outcomes


• Experience of Quality Assurance activity and a continuous improvement culture


• Familiar with SharePoint and InfoPath
  
  We're Together - the market leading property finance experts with an entrepreneurial spirit. Based in Cheadle, South Manchester, we've been established since in 1974 and have built a team of over 750 colleagues, who are passionate about supporting individuals and businesses achieve their property ambitions by making finance work for them.


We pride ourselves on our common-sense approach to lending and offer a range of mortgage and secured loan products to individuals and businesses who are typically underserved by mainstream lenders. Our customers are central to everything we do and we work hard to support them to turn challenges into opportunities which make our customers' property ambitions a reality.

We're looking for great people from all backgrounds and experiences who love working together and putting our customers at the heart of everything we do - and that starts with our brilliantly different team of people.


• 26 days holiday, and a day off for your birthday (increasing with service to 30 days), plus bank holidays


• Buy & sell holidays


• Discretionary annual bonus


• Matched pension contribution


• Life assurance


• Critical illness cover


• Health cash plan


• Private medical insurance


• Free access to company holiday homes


• Travel season ticket loans


• Ride to work scheme


• Free local gym access


• Local bar / restaurant discounts


Together Money embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference - we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills.

We care that you have a great experience with us at Together, if you need us to make any reasonable adjustments to make your experience easier, please let us know and we'll do all we can.

Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks.