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Quality Specialist

Knowledge

Perform the role of SME for all Business areas, by supporting with projects, complex queries and change initiatives. Inclusive of Operations, Product and Change.

Provide MI and recommendations to business operations when trends/problems are identified through RCA, also reporting risk events to relevant stakeholders.

Maintain the Quality Monitoring Methodologies and all supporting documentation, including scorecards to ensure consistency and customer focus.

Create Quality scorecards through our QA system

To maintain agreed scoring methodologies and supporting material, to enable the Quality Assurance function to monitor a range of customer interactions and provide effective assurance that customer facing staff

Be aware of broader organisational goals and understands the impact of own actions on cost.

Awareness of our regulatory requirements ranging a broad range of customer interactions such as ICOBS, DISP, CONC etc.

Skills

Adherence to all departmental and company controls and procedures.

Write factually, clearly, concisely and accurately.

Be able to persuade and convince others appropriately

To undertake Quality Assurance activity in line with agreed Quality Methodology (for example Appeals, check the checker).

Undertake independent check the checker of frontline Quality Assessors

Work with key stakeholders and provide support to frontline agents across Atlanta to help improve the Quality Assurance results where required.

Support the Quality Assurance Function in the delivery of departmental objectives.

Behaviours

To actively support and encourage at all times, compliance with our quality principles, company policies and best practice in security, legal and regulatory requirements

Work with our stakeholders to deliver buzz sessions, quality newsletters, surgeries and 121 support

In all internal and external contact, present a professional and positive image of the department, the team and the company as well as maintaining mutually constructive, positive and beneficial relationships.

Manage customer expectations and resolve queries. Build and sustain professional customer relationships.

Undertake continuous personal development to ensure that skills and knowledge remain up to date in relation to your role.

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