Quality Assurance Assessor

We are now looking for a strong Quality Assurance Assessor to join the Customer Operations department on a part time basis. Working 3  days a week, you will be responsible for undertaking the 1st line of defence auditing across the customer operations, and the ,role teams will require tenacity, drive and a “can do” attitude.

The team will regularly deliver a calibration meeting to management, providing feedback on agent performance and highlighting any potential training needs.  Working closely with the Risk & Compliance team and the Complaints team you will be able to implement any actions highlighted, ensure methodology is aligned with expectations and understand the root cause of complaints escalated by customer operations.

What you’ll be expected to do in the role:
  • Conduct desktop and side by side auditing with Customer Operation team members
  • Document the outcome of audits and provide feedback to team members
  • Provide feedback to the Customer Operations Management Team on agent performance and potential training needs identified
  • Identify opportunities for potential process and procedure improvements and relay them to the Customer Operations management team
  • Work closely with the Customer Operations Management Team and the Risk and Compliance Team to respond to any action points resulting from thematic reviews
  • Report on results in an accurate and timely manner to assist with performance reviews and the risk reporting to PFG
  • Use of Avaya management software to complete telephone audits
What we’re looking for from you:
  • An in-depth understanding of the department’s processes and procedures
  • Ability to identify opportunities to improve performance and how such improvements can be achieved
  • Good regulatory knowledge (including DPA, TCF and FCA guidelines)
  • Excellent communication skills
  • Confident in gaining trust and relationship building at a variety of levels
  • Good working knowledge of Microsoft Excel, Word and PowerPoint
  • A methodical approach with attention to detail
  • The ability to deliver high quality work to deadline in an accurate manner
  • Have proven problem solving skills
  • Ability to identify opportunities to improve performance, explaining and demonstrating how such improvements can be made
Working at Moneybarn

Working at Moneybarn is rewarding in every sense, and we believe that if we take care of our people, our business will take care of itself. As a growing company, we are always interested in hearing from people with potential. Our head office is in Petersfield, Hampshire.

We’re the UK’s largest specialist vehicle finance lender, and we’re part of the Provident Financial Group, one of the UK’s leading suppliers of credit products to the non-standard market. To find out more about us, including our history and values, click here.

Reasons to join the Moneybarn team

Ensuring we have a dedicated team is essential to our success, and we’ve worked hard to create a friendly working environment, which allows individuals to share ideas and deliver positive outcomes.

We want all employees to be able to fulfil their potential and excel in their role, so we invest heavily in training and development throughout the business. This approach enables us to nurture talent, and provide the very best outcomes for both our customers and the business.

The wellbeing of our team is incredibly important and we offer a gym, qualified instructors, keep-fit classes, Barney Bikes and regular fruit deliveries for employees to enjoy. We also run a range of regular in-house events and activities to promote interaction and communication within the company.

2017 marked Moneybarn’s 25th year of trading and we believe our continued success is driven by our values-based approach which underpins the way that we engage with our employees, customers and partners. Our values are: Fair, Approachable, Responsible & Progressive.

Benefits

We offer competitive salaries and a full employee benefit package, which includes a contributory pension, employee Sharesave and stock purchase schemes.

How do you apply?

Click on the "Apply now” button below. This will pop up an email which you can use to attach and send us your CV and covering letter telling us why this is the perfect opportunity for you.

Once we’ve received your CV and covering letter, if you’re successful at the first stage we’ll contact you to arrange an interview.

If you don’t hear from us within 7 days of sending us your application, this means you have been unsuccessful. We may not be able to provide confirmation and feedback to everyone who applies.

Important notes

  • We will keep your CV on our records for 12 months after your application . For more information about how we collect, use and share your personal data when you apply for a role with us, please see our Applicant Privacy Notice.
  • We will carry out full financial checks and Criminal Record Bureau checks as part of the recruitment process for all roles
  • As an employer that believes in the importance of cultural diversity in the workplace, we’ve signed up for the National Equality Standard (NES). You can find out more here.