Quality Assurance & Customer Experience Manager

Quality Assurance & Customer Experience Manager
Co Clare - Hybrid 2 Negotiable Ref:

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

Consultant Details

Nicola Byrne's Profile Picture
Name: Nicola Byrne
Title: Senior IT Recruitment Consultant
Apply for Job Call me now Add to Shortlist

How to Apply

If you are interested in this role, then please Apply along with your updated CV and I will be in touch with you to discuss your application in more detail, otherwise feel free to connect with me by whichever medium you are most comfortable with be that Linkedin, Email or Telephone. Remember we have limited our site to a maximum of 200 Jobs so if this Role is not a 100% match to your requirements please be sure to connect with us as we will most likely have another role which you may find more suitable.

Apply for Job

Not what you're looking for?

If this isn't the job for you then why not reach out to one of our consultants today and send us your CV so we can find the one that is?

Reach out to a Consultant Upload your CV

Email Job Details

  • Enter your details below to email this job to yourself or a friend.

  • In order to submit this form you'll need to agree with our Privacy Policy

Apply for Job

  • Enter your details below to apply for this job, the consultant will then contact you as soon as possible.

  • Accepted file types: pdf, doc, docx, odt, Max. file size: 4 MB.
    Friendly advice to all candidates - ‘Keep it Simple’. We use an automatic scanner to capture your CV, and key details. We then transfer this info to our database. Automated scanners are not compatible with CV’s drafted on powerpoint or with images, or excessive in design. Please use where possible standard word documents for CV formatting and submission where possible. This will maximise your details being retrieved in searches for job roles that fit with your skills and experience. Thank you.
  • In order to submit this form you'll need to agree with our Privacy Policy

Upload your CV

  • Send us your CV and we'll be in touch with jobs relevant to you.

  • Accepted file types: pdf, doc, docx, Max. file size: 10 MB.
    Friendly advice to all candidates - ‘Keep it Simple’. We use an automatic scanner to capture your CV, and key details. We then transfer this info to our database. Automated scanners are not compatible with CV’s drafted on powerpoint or with images, or excessive in design. Please use where possible standard word documents for CV formatting and submission where possible. This will maximise your details being retrieved in searches for job roles that fit with your skills and experience. Thank you.
  • In order to submit this form you'll need to agree with our Privacy Policy
× Speak with our team