Complaints Quality Assurance Officer
  £18500 - £23000 per annum + benefits package
  West Malling, Kent
  permanent,full-time

This Job Has Expired! This advert has now been deleted by the advertiser, the details below are for information only.


The role will be working with the Complaints QA Team Leader and Complaints teams to ensure that complaint handling meets FCA requirements as well as embedding a customer centric culture. This will include auditing complaint cases, listening to and marking calls in line with current business requirements, feeding back findings to Complaint Handlers, calibrating complaint audit results within the Complaints teams and checking final responses and ad-hoc letters written by our Complaint Handlers.

Responsibilities

* Demonstrate a strong connection with complaints auditing and complaints framework, being able to form a link between operational challenges and the regulatory requirements
* Co-ordinate and attend calibration sessions with Complaint Handlers, Complaints Team Leaders and Complaints Manager to ensure consistency across the department
* Attend and facilitate vendor calibration sessions with the outcomes to be fed back to the business leaders with action points and remedy deliverables
* Evaluate third party agent's complaint handling and work with our Performance Leaders to measure and manage third party standards to meet our own levels
* Review the decision making and actions taken by the Complaint Handler
* Deliver key learning's once they are evaluated
* Responsible for the checking of final responses and ad-hoc letters before they are sent
* Focus on the outcome and decision as well as reviewing for spelling and grammatical errors
* Deliver feedback to Complaint Handlers on a case by case basis, link in with Complaints QA Team
* Leader and Complaints Team Leaders in terms of remedial work identified
* Prepare specific documentation with high level findings and accurate detail

Skills and experience required:

* Prior complaint handling and regulatory knowledge
* Previous evidence of coaching or presentation skills
* Previous QA experience within a regulated environment is preferred.
* Excellent communication skills
* Organisational and time management skills - Delivery against deadlines
* Attention to detail High level of grammatical competence
* Listening Skills - Carrying out structured call listening

Apply now!!!!


Advertiser: Agency

Reference: ABqacomplaints

Posted on: 2018-10-15 14:37:42

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Complaints Quality Assurance Officer
  £18500 - £23000 per annum + benefits package
  West Malling, Kent
  permanent,full-time

This Job Has Expired! This advert has now been deleted by the advertiser, the details below are for information only.


The role will be working with the Complaints QA Team Leader and Complaints teams to ensure that complaint handling meets FCA requirements as well as embedding a customer centric culture. This will include auditing complaint cases, listening to and marking calls in line with current business requirements, feeding back findings to Complaint Handlers, calibrating complaint audit results within the Complaints teams and checking final responses and ad-hoc letters written by our Complaint Handlers.

Responsibilities

* Demonstrate a strong connection with complaints auditing and complaints framework, being able to form a link between operational challenges and the regulatory requirements
* Co-ordinate and attend calibration sessions with Complaint Handlers, Complaints Team Leaders and Complaints Manager to ensure consistency across the department
* Attend and facilitate vendor calibration sessions with the outcomes to be fed back to the business leaders with action points and remedy deliverables
* Evaluate third party agent's complaint handling and work with our Performance Leaders to measure and manage third party standards to meet our own levels
* Review the decision making and actions taken by the Complaint Handler
* Deliver key learning's once they are evaluated
* Responsible for the checking of final responses and ad-hoc letters before they are sent
* Focus on the outcome and decision as well as reviewing for spelling and grammatical errors
* Deliver feedback to Complaint Handlers on a case by case basis, link in with Complaints QA Team
* Leader and Complaints Team Leaders in terms of remedial work identified
* Prepare specific documentation with high level findings and accurate detail

Skills and experience required:

* Prior complaint handling and regulatory knowledge
* Previous evidence of coaching or presentation skills
* Previous QA experience within a regulated environment is preferred.
* Excellent communication skills
* Organisational and time management skills - Delivery against deadlines
* Attention to detail High level of grammatical competence
* Listening Skills - Carrying out structured call listening

Apply now!!!!


Advertiser: Agency

Reference: ABqacomplaints

Posted on: 2018-10-15 14:37:42

I want to receive the latest job alerts for:

jobs in West Malling, Kent

By creating a job alert, you agree to our Terms . You can change your consent settings at any time by unsubscribing or as detailed in our terms.

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  New Appointments Group

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  Recruitment Solutions Folkestone Ltd

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