Role Name
Competency Level
Overall Job Purpose
Key Accountabilities
Essential Requirements
QA Executive- maternity leave cover 9 months fixed term
contract with possible extension. [ start Feb 2014]
Executive
To ensure services delivered to customers by our outsourced
contact centre are fit for purpose, meet high service standards,
remain current and are well-managed.
• Contributing to the development of quality assurance strategies
and approaches
• Delivery of quality assurance services for the organisation
encompassing quality assurance of the outsourced contact
centre provider
• Setting QA compliance objectives and applying knowledge and
people management skills to ensure external quality targets are
maintained, and wherever possible exceeded.
• Conducting QA reviews and evaluations and follow up actions as
appropriate
• Implementing processes for ensuring the continuous monitoring
and performance improvement of the quality of Money Advice
contractors
• Producing quality assurance reports on Money Advice
Contractors for use both internally and externally as required
advising on new developments, opportunities, risks, issues and
mitigating actions
• Maintaining QA systems, records, data management and MI
production
• Sharing QA results internally and with partners, ensuring action
plans are developed and agreed and corrective action/
continuous improvement is taken
• Identifying opportunities for service improvement and facilitating
these improvements
• Ensuring that delivery partners have the appropriate information
to deliver high-quality, current, and comprehensive service to
customers (e.g. service updates, changes in legislation/product
information/etc., script updates)
• Analysing trend data from partner organisation and monitor
performance around KPIs and SLAs
• Working as part of multi-disciplinary project teams ensuring
smooth transfers from the organisation to third parties on all new
product launches
• Solid expertise in Quality Management approaches and
practices used to manage third party advice contracts (or similar)
and contact centres
• Proven understanding of contact centre style operational
delivery/change management.
• A strong understanding of the financial services industry with
solid knowledge of financial products
• Strong working knowledge of operational metrics, operational
levers and quality processes.
• Proven ability to be numerate with considerable analytical skills,
able to interpret complex and diverse information from a range of
sources in order to drive accurate conclusions and
recommendations.
• Solid report writing capability
• Proven relationship management skills and be able to build
•
productive and influential relationships with key stakeholders.
Flexibility to travel around the UK ( 3rd party provider locations)