Senior Quality Assurance Analyst

ABOUT THE ROLE:

Consumer Duty & Compliance:

• Understand Consumer Duty initiatives by ensuring QA activities promote fairness, transparency, and positive customer outcomes.
• Review and test policies and procedures to confirm their effectiveness in ensuring consistent and fair customer interactions.

Quality Assurance & Monitoring:

• Conduct quality reviews of customer interactions, escalations, trends, and complaints to ensure alignment with company policies, regulatory standards (including Consumer Duty), and customer satisfaction.
• Use data-driven insights to analyze quality metrics and sales performance.
• Monitor agent interactions to identify recurring issues, ensuring compliance with financial regulations and promoting fair treatment.

Risk Management & Process Improvement:

• Identify potential risks or breaches and provide actionable solutions to mitigate regulatory or reputational issues.
• Perform root cause analysis to address recurring issues and trends in customer interactions, enhancing quality and improving processes.
• Enhance QA scorecards to drive performance improvements and better outcomes.

Coaching & Feedback:

• Deliver coaching sessions and actionable feedback to improve agent performance.
• Identify learning gaps and process inefficiencies, providing recommendations to address negative trends.

Reporting & Stakeholder Communication:

• Create and deliver detailed monthly QA reports for senior stakeholders, highlighting team data, insights, risks, and recommendations for improvements.
• Collaborate with internal teams to implement policy and process changes based on QA evaluations.

Additional Responsibilities:

• Facilitate new joiner onboarding and oversee QA evaluations during new team members' probation periods.
• Lead calibration sessions and participate in QA meetings with second-line teams to implement actions that mitigate risk.
• Strong communication and writing skills are essential for presenting findings, preparing reports, and creating training materials and sales scripts.