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Quality Assurance Officer – Transfers Team
interactive investorQuality Assurance Officer reviewing and ensuring compliance of Transfers Case Handlers while delivering exceptional customer service in Manchester. Role involves training and improving service quality standards.
About the role
Key responsibilities & impact- Review Transfer journeys to ensure they meet Quality Assurance standards based on our predetermined criteria and framework
- Complete accurate assessment reports for each case, ensuring a consistent and fair approach is maintained
- Participate in the monthly calibration reviews to ensure consistency across QA reporting
- Contribute to the ongoing review and improvement of the Quality Assurance guidelines
- Compile and record accurate Quality Assurance results
- Maintain/develop knowledge of both ii and industry regulations and any changes to FCA / ICO / FOS rules and guidelines
- Coach individual team members to drive performance improvements and deliver clear, actionable feedback
- Deliver on personal QA monitoring objectives promptly and accurately
- Maintain competence in line with department standards
- Effectively plan and organise daily activities and workloads
- Identify and highlight business issues and continuous improvement opportunities, providing recommendations
- Assist in investigations, analysis and identifying process enhancements
Requirements
What you’ll need- Relevant regulatory background
- Relevant ISAGIA or SIPP Transfer experience preferred
- Excellent attention to detail and accuracy of work
- Ability to provide feedback in a constructive and effective way
- Excellent coaching skills to help develop handlers
- Ability to assess all types of communication within ongoing Transfer cases accurately in accordance with scoring methodology
- Be able to make own decisions whilst taking into account the views of others
- Good interpersonal skills with the ability to communicate effectively and appropriately with key stakeholders, verbally and in writing
- Ability to challenge where results are not improving and offer solutions on how to make a difference
Benefits
Comp & perks- - Group Personal Pension Plan – 8% employer contribution and 4% employee contribution
- - Life Assurance and Group Income Protection
- - Private Medical Insurance – Provided by Bupa
- - 25 Days Annual Leave, plus bank holidays
- - Staff Discounts on our investment products
- - Personal & Well-being Fund – Supporting your physical and mental wellness
- - Retail Discounts – Savings at a wide range of high street and online retailers
- - Voluntary Flexible Benefits – Tailor your benefits to suit your lifestyle
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Quality Assurance ReportingAssessment ReportingProcess EnhancementScoring MethodologyRegulatory Knowledge
Soft Skills
Interpersonal SkillsConstructive FeedbackDecision-MakingCommunication SkillsOrganizational Skills