Quality Control Officer

We are looking for a Quality Control Officer to join the Customer Operations team on a full-time basis, with a passion for ensuring customer-facing teams and services deliver high-quality experiences.

As a Quality Control Officer, you will be responsible for ensuring the quality, accuracy, and compliance of customer interactions across various communication channels.

You will conduct audits on interactions with customers to assess the effectiveness of our front-line agents in meeting regulatory requirements, delivering exceptional service, and maintaining professional communication standards. Interactions will be scored against agreed scorecards to ensure that fair, consistent and good customer outcomes are being achieved, and that internal processes and procedures are being adhered to from a regulatory perspective.

You will also be responsible for providing feedback to both agents and management on performance outcomes, providing updates that are both qualitative and quantitative, and support in running regular calibration meetings with team leaders and floor managers.

Responsibilities

RESPONSIBILTIES

• Monitor Calls, Emails and Live Chats for accuracy of information and adherence to contact handling standards as set out in scorecards by Onmo
  1. Record evaluations using the departmental quality monitoring systems
  2. Complete a daily target number of checks as set out by line manager, in a timely manner and to a high standard
  3. Ensure contact remediations are escalated, documented, and actioned in-line with internal processes
  4. Escalate immediate concerns of poor customer outcomes during an audit to line managers
• Prepare and analyse quality reports for management review
  1. Identify opportunities for improvements through trends found in assessment outcomes
  2. Utilise this information to assist in instructing training updates and amendments to our internal knowledgebase
• Provide quality output feedback in various forums, both internally and externally, working collaboratively with outsourced counterparts to ensure a positive culture of feedback in the Quality space
  1. Leading in calibration sessions both internally and externally – including pre calibration preparation and post calibration documentation. Maintaining findings logs and calibration minutes
  2. Sharing timely feedback with agents in a constructive and timely manner
• Daily support to agents and team leads by monitoring internal channels where queries are presented to clarify all points raised
• Undertaking ad-hoc analysis and investigative work where required
• Assist in completion of DSARs within regulatory timeframes and work cross-functionally to obtain all required information
• Provide 1:1 agent coaching to support a company culture of continuous feedback loops and progression
• Conduct Customer Journey Reviews (CJRs) to visualize the full customer experience and identify process and service improvements
  1. Track agreed improvements and work cross-functionally to support changes going live

Requirements

Qualifications & Experience

• Minimum of two years’ experience working in either a front-line customer service or collections role or as a Quality Control Officer in such areas within Financial Services
• Analytical mindset with the ability to interpret data, identify trends, and make data-driven recommendations for improvement
• Proficiency in using audit tools, software, and systems to conduct evaluations and generate reports
• Ability to work independently and collaboratively in a fast-paced, dynamic environment, with strong attention to detail and accuracy
• Strong understanding of regulatory requirements, compliance standards, and best practices related to customer communication in financial services
• Experience in using Confluence platform is ideal
• Experience in using Microsoft Office Suite programs (Excel, PowerPoint, and Word)
• Experience in presenting performance analytics and communicating areas of improvements
• Excellent communication skills, both written and verbal, with the ability to provide constructive feedback and coaching
• Experience in understanding and conducting in-depth analysis within Excel (desirable)
• Confidence in raising performance concerns to line managers, with the ability to provide alternative approaches to contact (desirable)
• Experience in the development of Quality Control scorecards, with knowledge of regulatory requirements as set out by the FCA (desirable)

Skills & Attributes

• Fast learner – You will need the ability to learn product and process knowledge and materials quickly
• Professional, dependable, and able to maintain confidentiality
• Passionate about providing outstanding customer services and ensuring customers receive good outcomes
• Goal and targets orientated to ensure required checks are completed to a high standard
• Ability to work in both collaborative environments and independently
• Adaptable – Ability to quickly reprioritise according to day-to-day requirements and goals