Quality Assurance & Customer Experience Manager
Co Clare - Hybrid
2
Negotiable
Ref: E17971NB
Job Description
My client is recruiting for Quality Assurance Manager to join the team. This role will be remote working initially with a hybrid model kicking in then.
My client is recruiting for Quality Assurance & Customer Experience Manager to join the team. This role will be remote working initially with a hybrid model kicking in then.
Job Responsibilities
- You will build & lead the quality assurance plan & framework for the Operations, identify processes & test scripts, ensure the correct items are subject to testing with relevant frequencies
- You will prepare quality documentation & reports by identifying collecting, analyzing & summarizing information & trends including failed processes
- You will create monthly dashboard detailing results, add commentary on trends & submit detailed reports to appropriate executives
- You will work with the Complaints Team & Head of Primary & Specialist Servicing to identify trends, root causes and design solutions. Publish these results and action plans monthly & quarterly with an annual assessment of QA and Controls
- You will do a monthly department review of data and create action plans to address issues with Operations & hold calibration sessions
- You will gather site controls to one area & ensure they are fit for purpose, identify any gaps & close them
- You will ensure processes adhere to Standard Operating Procedures & compliance policies
- Understand customer needs and requirements to develop effective quality control processes
- Assigns responsibilities to the team as appropriate, cross skill the team to service all products
- You will participate in internal audits to assess compliance to CBI following internal & Client requirements
- You will manage & develop the performance & capability of the QA Specialists
- You will drive the implementation & successful delivery of the Customer Experience Strategy. w
- You will work closely with the Head of Primary Servicing and other managers across the business in doing so.
- You will monitor the implementation of the plan to schedule and report monthly on its’ progress to senior management.
Experience Required
- Financial Services Knowledge is a nice to have.
- Experience in Banking Operations in a leadership role
- Experience in a strong customer focus orientated environment
- Experience in the analysis of data, identifying trends and root causes
Essential and Desirable Skills
Financial Services
Educational Requirements
- Degree in Business or Finance
- APA or QFA in Housing Loans
Working Hours & Benefits
38 Hour Working Week
Bonus
Pension
Healthcare
