Quality Assurance Officer

Location: Flexible working - both the option to work remotely and office based available.

Contract type: Permanent. Full time, 37.5hrs per week

We are excited to announce that we are now looking for a Quality Assurance Officer to join the Quality Assurance team.

The key responsibility of the role lies within evaluating and analysing customer interactions across various channels of communication in line with business processes and policies, identifying areas for improvement as well as any potential customer detriment which may require remedial action.

You'll deliver constructive feedback in a coherent manner to support continuous improvement and maintain excellence in telephone skills and product knowledge, ensuring we remain compliant with various regulatory bodies and deliver good customer outcomes.

The Role

• Listen to and evaluate customer interactions, to ensure they are handled in a regulatory compliant manner, promoting good customer outcomes.
• Ensure interactions are reviewed in line with process and the outcome is a true and accurate reflection of the information presented.
• Develop a comprehensive understanding of business processes and procedures, to ensure all interaction are analysed consistently.
• Identify and report any recommendations to drive continuous improvement, to support the delivery of good customer outcomes.
• Take responsibility for continuous personal development, driving performance through excellent knowledge and skills.
• Deliver both written and verbal feedback in a constructive and coherent manner, that promotes collaboration with Operational and Support functions.
• Identify potential customer and business detriment in-line with guidelines, pro-actively completing any remedial actions to ensure good outcomes are maintained.
• Responsible for managing individual work allocation, taking ownership of all assigned tasks through to completion.
• Maintain a sound knowledge of regulatory compliance requirements, taking personal accountability for adherence to regulatory and compliance control procedures.

Quality Assurance is essential in ensuring that our products and services are assessed and processed accurately and consistently, to support an excellent experience for our customers. The role is also vital to ensure that D&G meets the requirements of the Financial Conduct Authority (FCA) and adheres to the Treating Customers Fairly (TCF) principles.

About You

To be successful in this role, you will have:

• A proven track record of delivering customer focused outcomes in a fast-paced regulatory environment.
• Strong attention to detail with the ability to analyse interaction and make decisions with confidence.
• Previous experience of working in Sales, Service or Quality Assurance.
• Excellent communication skills, with the ability to liaise and communicate effectively with all employees.
• Good organisational skills with the ability to prioritise workload effectively.
• Excellent problem-solving skills.
• Experience of delivering to targets and taking ownership of individual performance.
• Good regulatory understanding of the FCA, GDPR, TCF principles, Complaints handling and the Financial Ombudsman Service.

This is a fantastic opportunity to be part of a high performing team whilst playing a crucial role within our Quality Assurance function. You’ll be encouraged to stretch and challenge yourself within a dynamic environment whilst being innovative, looking for new ways of working.

Working for us, works for you

• Personal and Professional growth is encouraged, with Internal Mobility programmes providing networking opportunities and Leadership development programmes.
• Work-Life balance with a hybrid role / Health Cash Plan / Instant discounts / the new credit building tool / Salary Finance Loans / electric vehicle leasing / long service awards
• Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends

The culture at Domestic at General is creative, fast-moving and exciting as we’re going through a period of transformational change where customers are at the heart of everything we do… do not miss out on an opportunity to be part of both our culture and growth, apply now!

Domestic & General are an equal opportunities employer, which means we treat people fairly. We view all applications equally, regardless of gender, colour, ethnic background, religion, disability, age, sexual orientation, gender reassignment or marital/family status. We also have a thorough referencing process, which includes credit and criminal record checks.

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.