Quality & Assurance Officer

Endurance Recruitment
£20,000 + company bonus
30 Sep 2017
15 Oct 2017
Contract Type
Full Time

A very established and expanding company are looking for an experienced Quality and Assurance Officer to join their growing team. This is a varied role and will involve listening in to calls made by telephony agents to ensure that calls are compliant with company guidelines. You will then feedback to agents in a constructive manner. This is an integral part of the role and links into coaching and development in conjunction with the Team Managers. You will also play a key part in complaint investigation, drafting policies, training and getting involved in researching and responding to inquiries on compliance issues such as money laundering and data protection.

Key Duties:

  • Listen in to a set number of calls and perform account reviews on agents within the debt recovery department
  • Provide coaching and feedback sessions for agents
  • Provide feedback to Team Leaders and work with them to address quality and underperformance issues
  • Draft responses to complaints and log all relevant information
  • Management of breaches and incidents
  • Maintain all other department logs and trackers
  • Audit preparation
  • Document and maintain all processes and procedures within the compliance function
  • Conduct Conflict checks within the collections department
  • Liaise with Clients for reporting, DSAR, Complaints and other
  • Respond to firm wide queries on compliance issues on anti-money laundering legislation and other regulatory requirements
  • Provide third line independent control checks


  • The successful candidate will be able to work in a busy and fast paced professional environment, ideally you will have experience in a compliance, audit or quality environment
  • Excellent Microsoft Office skills in Word and Excel
  • Excellent communication skills, able to deal with people on all levels
  • Confident and positive attitude
  • Customer focused demonstrating experience of identifying effective solutions
  • Excellent attention to detail

Salary: £20,000 + company bonus

Hours: 9am to 5:30pm; Monday to Friday.

Holiday: 22 days annual leave + bank holidays increasing to 25 with length of service.

Benefits: Pension, firm wide performance bonus scheme, training and development, healthcare scheme, free on-site car parking, on-site café, an active social committee and childcare vouchers.

This job was originally posted as www.totaljobs.com/job/76071516

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