Quality Assurance Analyst (Customer Support)
- Recruiter
- NRG PLC
- Location
- Durham
- Salary
- Competitive
- Posted
- 18 Mar 2017
- Closes
- 30 Mar 2017
- Sectors
- Accountancy
- Contract Type
- Permanent
- Hours
- Full Time
Quality Assurance Analyst (Customer Support) Exciting opportunity for an experience QA Analyst to help build the QA function within this innovative, digital start-up bank. You will be expected to provide quality assurance on the interactions with customers within the Customer Support Centre, including Fraud, Payments & Collections. In line with the culture of the business, you should have a collaborative approach with strong coaching skills. The role will require you to support process design and you'll need to display good analytical and monitoring skills to ensure the new business processes deliver conduct and regulatory compliance, with a focus on attention to detail and accountability. As the bank grows and develops its proposition, you will help develop our processes and QA activities to ensure they remain fit for purpose and keep us aligned to the overall business plan. Key Responsibilities: •Contribute to the build and continual refinement of the Customer Support QA framework with support from the QA Manager and the risk, compliance, audit and operations teams. •Contribute to the operational procedures and processes to support delivery of the Customer Support QA framework•Complete Monitoring and quality assurance checks for Customer support, Fraud, Payments & collections providing feedback and coaching as required •Deliver against the QA framework, reporting areas of non-adherence and putting strategies in place working with the Quality Assurance Manager and the Head of Customer Service to improve adherence•Maintain own knowledge of regulatory requirements and industry practices and updating the business as required Essential Capabilities: •Previous experience of QA role in a contact centre or financial services environment•Excellent communication skills - verbal and written•Good coaching skills•Proven monitoring, feedback and analytical skills with a track record of improving standards•Ability to problem solve and provide solutions •Self-motivated with strong planning, organisation and technical skills•Passionate about delivering service excellence