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.