Quality Assessor

Knowledge

Demonstrates expertise in own area of business.

Knows the features of own product/service/techniques and can accurately answer customer’s/colleagues’ questions.

Adherence to all departmental and company controls and procedures.

Proactively complete quality assessments across a range of customer interactions as detailed in the Quality Monitoring Policy

Using agreed scoring methodologies, monitor a range of customer interactions to 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

Act: honestly, fairly, professionally, in the best interests of the customer and in accordance with all business processes, legal and regulatory requirements.

Write factually, clearly, concisely and accurately.

Be able to persuade and convince others appropriately

Highly accurate, paying appropriate attention to detail.

Proactively identify areas where the quality of service provided to customers by the business can be improved.

Monitor and provide constructive feedback to operations when adverse or positive trends/problems are identified.

Proactively provide feedback that helps Operations continuously improve the customer experience

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

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

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.

Maintain and improve personal knowledge relating to your role.