Quality Assurance Officer
The role of Quality Assurance Officer is critical to the business meeting its regulatory obligations and involves reviewing files, customer accounts, listening to calls and on occasion resolving customer complaints.? As a QA Officer you will work, as part of a team responsible for improving quality and compliance of communications made by our customer service and sales teams. Flexibility is necessary as the workload can vary?on a daily basis.
Objectives & Responsibilities
Carry out quality audits and root cause analysis across all customer facing operational areas
Identify root causes and trends providing feedback to the relevant departments with suggestions on improvements to improve quality, customer experiences and reduce complaints
To identify any areas of risk where the company may be exposed and provide recommendations; liaising with other departments as required
Drive a culture where fair customer outcomes are the central consideration