Quality Assurance Advisor
- Recruiter
- Pontoon
- Location
- England, Staffordshire, Leek
- Salary
- Negotiable
- Posted
- 18 Apr 2017
- Closes
- 25 Apr 2017
- Ref
- Quality As
- Contact
- Jaxson Sykes
- Job Title
- Accountant
- Category
- Banking and Financial Services, Insurance
- Contract Type
- Permanent
- Hours
- Full Time
ROLE TITLE: PPI Operations Quality Assurance Adviser (F2)
Reports To: MPPI Team Manager
LOCATION: Stockport/Leek
PURPOSE
To carry out first line quality checking in respect of PPI Case Support activities, incorporating best
practice and providing appropriate feedback.
KEY ACCOUNTABILITIES
- Provide first line quality checking for PPI Case Support activities, incorporating best practice.
- Co-ordinate, collate and communicate information to case handlers to assist in raising capabilities.
- Ability to provide high quality feedback to colleagues across the PPI Operation.
- Contribute to, and challenge, Bank complaint handling standards.
- Apply specialist complaint handling and customer experience knowledge, skills and behaviours effectively to aid the delivery of successful customer outcomes aligned to our customer relationship model whilst maintaining the maximum possible level of customer satisfaction.
- Analyse performance and identify trends, potential challenges and opportunities.
- Propose and implement ways in which performance can be improved.
- Maintain knowledge of regulatory and legal requirements with respect to complaint handling.
- Support and promote compliance within requirements at every opportunity.
- Deputise for the MPPI Team Manager.
STAKEHOLDERS
- Internal: Primary focus is within the local team but will be required to interact with other parts of the business to obtain or supply information.
- External: Varying amount of external contact, both in answer to queries and to obtain or clarify information. Customer contact will be required, although this is a lower proportion of the role than the required fulfilment activities.
TREATING CUSTOMERS FAIRLY (TCF)
- Maintain a good understanding of TCF requirements relevant to the role, ensuring compliance and that due regard is paid to the interests of customers and customers are treated fairly.
- Ensure TCF requirements are fully reflected in Performance Development objectives, both own and team where appropriate
KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED:
Essential
- A thorough and demonstrated understanding of the complaint handling system, Respond.
- A proven ability to handle complaints beyond our existing quality standards.
- Demonstrated ability to plan and prioritise effectively.
- Deliver to challenging dead lines.
- Understanding of Bank regulatory environment.
- Ability to clearly, concisely and accurately communicate with internal and external customers a full range of detailed information, both verbally and in writing, from a variety of sources, using persuasive and negotiating skills.
- Capable of making appropriate complaint handling judgements.
- Highly developed and proven customer service skills.
- Ability to work in a highly challenging environment whilst maintaining the customer at the forefront of all activities.
DESIRABLE
- Specialist in the complaints environment and an understanding of regulation and legislation.
- Has an excellent understanding of, and works within, external regulator environment matters.
- Knowledge of complaint handling policies, processes and procedures.
- Tenacious in their approach to problem solving.
- Ability to work well in a team and to deal with colleagues.
- Good understanding of complaint management systems and software.
- Monitors and prioritises workload to achieve deadlines.
- Experience of first line quality checking during the last 12 months.
- Experience of monitoring complaint handling and the provision of excellent colleague feedback in the complaints arena.
- Good understanding of processes, procedures and policies.
- Knowledge of relevant complaint handling systems.
- Good Knowledge of PPI product design and industry sales channels.
- Played a leading role in merger integration.
CONDUCT RISK
Level F
- Maintain a good understanding of Conduct Risk requirements relevant to the role, ensuring compliance and that due regard is paid to the interests of customers and customers are treated fairly.
- Ensure Conduct Risk requirements are fully reflected in Performance Development objectives, both own and team where appropriate.
- Complete required annual Conduct Risk training.
- Oversight and challenge of level below if appropriate: