Quality Checker - Non-Banking Customer Service

KPMG managed services provide an innovative and cost effective solution to the delivery of large scale review and/or processing activity across multiple industries, geographies and processes. The operation is experienced in but not limited to remediation, complaint handling, claims processing and conduct risk reviews.

Role Purpose

Providing quality checking to both the learning support, learning coordinator and back office teams to ascertain whether they have provided the right information to the learner / supplier either on the phone or via email. Also ensuring end to end processes have been followed across all work streams.

Deliverables

- Undertake quality control of learning support, monitoring inbound and outbound calls and emails
- Undertake quality control of learning coordinators and all back office functions ensuring adhering to all end to end processes.
- Feedback QC results to individuals and team leaders
- Monitoring quality control and quality assurance results on a regular basis
- Identify individuals falling below the required benchmarks
- Conducting adhoc and pre planned coaching support to embed development
- Maintaining awareness and flag issues of importance to the department
- Reviewing and constructively challenging the department's internal processes to drive continuous improvement
- Ensure team compliance to all procedures
- Ensure all frameworks such as the Training and Competency and Quality are adhered to

Experience Required

- Minimum of 6 months in a quality role is desirable
- Ability to identify quality trends
- Ability to identify coaching needs
- Ability to make a rational decision whilst looking at the bigger picture
- Has demonstrated they have provided feedback in a concise, accurate, constructive and timely manner
- Has demonstrated a deeper understanding of QC by identifying improvements and providing solutions