Quality Assurance & Audit Manager

Do you have previous experience of working in a Quality Assurance role in a Collections environment? Are you a motivated and proactive leader?

As Quality Assurance & Audit Manager, your role will be to provide leadership to the Customer Operations Customer and Audit team.

Working in partnership with other senior managers across the business, you will have overall responsibility and accountability for the day to day management of a team of Quality Assurance Assessor’s, coordinating and conducting a variety of 1st line audits and thematic reviews across the Customer Operations function.

The successful candidate will thrive in the busy and fast paced environment of a growing and innovative organisation. You will be comfortable taking overall ownership of the Customer Operations Quality & Audit function, collating results and providing feedback to the Customer Operations Senior Management team.

What you'll be expected to do in the role:
  • Provide leadership to the Customer Operations Quality & Audit team
  • Undertake day to day management of the department including recruitment, development, performance management, succession planning as well as overseeing the progress of all work conducted within the department
  • Ensure effective delivery of the 1st line of defence auditing process across Customer Operations and feedback process to Customer Operations SMT
  • Support the Heads Of Function in the identification and management of quality trends and indicators, agreeing effective course of action and training needs and following up on development/improvement plans and strategies through a targeted deployment of the Performance Coaches where agreed appropriate.
  • Work closely with the Customer Operations Heads of Function in support of strategic objectives
  • Be responsible for performance management processes and all HR related activity within the team
  • Ensure that all policy and regulatory requirements are correctly applied and where not, ensure with SMT that appropriate action is taken
  • Conduct team meetings to update the team on best practices, departmental communications and continuing expectations
  • Support members of the separate Audit & Compliance function with the business in terms of being the key point of contact for their 2nd line audit reviews ensuring your team enact an alterations or amendments to procedures adopted as maybe advised from time to time
What we're looking for from you:

Must have

  • Previous experience in an FCA regulated consumer collections environment
  • An in-depth knowledge of the processes and procedures applied in the operating environment
  • Proven leadership skills, particularly in a fast moving, empowered environment
  • High levels of experience in conducting audits and influencing senior managers to effectively address any shortfalls/action points
  • Experience of the preparation and analysis of Management Information and the ability to analyse information, and implement improvement strategies as a part of that analysis
  • High levels of people management skills, with a proven track record of managing team and functional changes
  • Proven track record of creating and maintaining high performing, productivity focused teams in a Contact Centre environment, whilst maintaining the highest levels of compliance and quality
  • Excellent written and verbal communication skills combined with the ability to network and build effective internal and external relationships at all levels
  • Experience and competence in dealing with disciplinary, grievance and performance processes

Desirable

  • Experience working within the motor finance industry
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 marks 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 6 months after your application
  • 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.