Quality Assurance Officer

Job Description

We are currently seeking a dynamic individual to join our team as a Quality Assurance Specialist for a rapidly expanding Financial Services company. This role offers an exciting opportunity with excellent growth potential and is based in our stunning offices in Skipton.

The main focus of this role will be to evaluate and uphold the quality and standards of the work conducted by field agents. You will be responsible for meeting monthly oversight targets and driving continuous improvement by conducting primary reviews of operational activities.

Key Responsibilities:

• Ensure monthly sampling across all agents and activities as per operational management agreements.
• Identify specific training needs and communicate them to the Learning and Development Team.
• Perform quality assessments in accordance with relevant policies, processes, and training, highlighting areas for potential updates or amendments.
• Regularly collaborate with Senior Management and Regional Managers to analyze agent and activity outcomes, assisting in determining necessary actions for the short, medium, and long term.

Required Experience:

• Proficiency in Excel and Outlook.
• Experience in a fast-paced environment with a strong emphasis on accuracy.
• Ability to work independently and as part of a team.
• Excellent analytical skills with the capability to identify key information.
• Good organizational and time management abilities to prioritize tasks effectively and meet deadlines.
• Strong computer skills including Microsoft Office proficiency.
• Empathetic customer handling skills, especially with individuals in vulnerable situations.
• Highly motivated, methodical, and accurate with excellent prioritization abilities.
• Sense of responsibility and urgency in achieving results.
• Flexible, approachable, and positive attitude.
• Experience in Field Services and Quality Assurance is desired but not mandatory.

Job Type: Full-time, Permanent
Additional Compensation: Performance Bonus
Benefits: Company Pension, Cycle to Work Scheme, Health & Wellbeing Programme
Schedule: Monday to Friday
Experience: Microsoft Excel: 2 years (required)
Work Location: Hybrid remote in Skipton