Quality Assurance Specialist
1 week ago
As a Quality Assurance Specialist, you will play a pivotal role in ensuring the quality of banking services and processes.
Your primary responsibility will be to identify and address any issues or discrepancies through quality checking to ensure compliance, accuracy, and efficiency.
This role involves monitoring, analysing, and evaluating various aspects of the bank's activities to help improve the overall quality of banking services, mitigate risks, and maintain regulatory compliance.
The focus is on enhancing customer satisfaction, minimizing errors, and promoting a culture of continuous improvement within the organisation.
Key Responsibilities
- Preparation of weekly and monthly reports on team and agent/team member trends
- Facilitating training sessions with various business areas
- Performing quality checks on various Bank tribes:
- to ensure accuracy, compliance and adherence to policies and procedures
- that deficiencies identified are remediated and closed out in a timely manner.
- conducting root cause analysis and providing insights.
- Supporting our bank staff, specifically new starters and those identified as not meeting quality standards by providing training and coaching on quality standards.
- Analysing and evaluating customer interactions such as phone calls and online chats to assess the quality of service provided and areas of opportunity.
- Collaborating with cross-functional teams including risk, operations, contact centre to identify areas of improvement, including assisting team leader in closing out QA related incidents.
- Participating in Team calibration to ensure quality of Quality team is not compromised.
- Representing QA team as required for ongoing projects.
What You Will Bring
- Advanced Excel and intermediate PowerPoint skills
- PowerBi knowledge will be advantageous
- Prior reporting and training experience
- Previous experience in quality assurance or a similar role within the banking industry (Lending) is essential
- Knowledge of banking operations, mortgage products, and regulatory requirements
- Excellent analytical skills with the ability to identify patterns, trends, and areas for improvement
- High attention to detail and strong problem-solving abilities
- Excellent communication skills, both verbal and written, with the ability to interact with diverse stakeholders
Why This Role Excels
This role offers a unique opportunity to work in a dynamic and agile environment where change is embraced. If you thrive in an environment where innovation and creativity are encouraged, this could be the perfect fit for you.
Our company values flexibility, inclusivity, and diversity, which creates a warm and welcoming atmosphere. As a valued member of our team, you will have access to professional development opportunities, flexible working arrangements, and a supportive work environment.
About Us
We are a leading financial services provider dedicated to fostering inclusion, diversity, and belonging. We believe that our differences make us stronger and create a more innovative and effective workplace.
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