Job Information

Cameron James Professional Services are working with a National Marketing Company who are looking to appoint a Quality Assurance Representative to initiate, govern and enhance the monitoring of the Company’s outsourced agencies for sales, customer services and claims to ensure the agencies are meeting the Company’s agreed standards. The role holder will provide feedback on this and customer reactions to the Head of Systems in a timely manner. In addition, the Quality Assurance Representative will ensure that the external Quality Assurance departments understand and adhere to compliance requirements.

Responsibilities:
• The role is responsible for identifying and managing all risks within the function and ensures all functional processes are completed and up to date and that they reflect risks identified.
• Establish and review performance standards of outsourced agencies QA against the regulations of the Financial Conduct Authority (FCA) which include ICOB and TCF requirements.
• Ensure consistency of performance standards for all agencies against which all outsourced agencies QA will be monitored.
• Conduct monthly congruence tests (“check-the-checker”). Verify the competencies of the outsourced agencies QA support staff on a monthly basis.
• Produce QA management information on a monthly basis for Head of Systems.
• Ensure the cascading and communication of feedback from call monitoring to the appropriate departments, internally and externally.
• Ensure relevant documentation is retained and appropriate records such as call monitoring forms and congruence test forms.
• Conduct site visits where appropriate which may include sign-off for new support staff, re-assessments and follow-up on outstanding QA actions.

Person Specification:
• Fluent language skills in English as well German and Spanish (French and Italian would also be advantageous)
• Experience in QA Congruence Testing and assessment of outsourced QA provisions
• Experience in liaising with outsourced agencies
• Background in Financial Services, Customer Service and Call Centre
• Strong communication skills, both verbal and in writing
• Structured and methodical approach
• Good attention to detail
• Quality conscious
• Travel throughout Europe may be required.