At a Glance
- Tasks: Ensure quality and compliance of customer interactions across various channels.
- Company: Join a young, ambitious team dedicated to empowering financial confidence.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Dynamic environment with a focus on collaboration and continuous improvement.
- Why this job: Make a real impact by enhancing customer experiences and driving positive outcomes.
- Qualifications: Two years in customer service or quality control, with strong attention to detail.
The predicted salary is between 40209 - 49145 £ per year.
Onmo believes that everyone has the right to access, understand and manage their money with confidence. Our ambition is to improve lives by providing better clarity, intelligence and technology to empower every individual in making the smartest financial decisions. We design our products to help demystify money matters wherever possible, providing customers with more financial control and flexibility in their lives.
ABOUT THE ROLE
As a Quality Control Officer, you will be responsible for ensuring the quality, accuracy, and compliance of customer interactions across various communication channels and customer facing tooling. You will conduct audits on all interaction types our customer service agents conduct with customers including phone calls, live chat conversations and emails. Your approach to audits will be to ensure interactions are meeting regulatory requirements, delivering exceptional service, and maintaining professional communication standards.
RESPONSIBILITIES
- Monitor Calls, Emails and Live Chats for accuracy of information and adherence to call handling standards as set out in scorecards by Onmo.
- Record evaluations using the departmental quality monitoring systems.
- Complete a daily target number of checks as set out by line manager, in a timely manner and to a high standard.
- Ensure contact remediations are escalated, documented, and actioned in-line with internal processes.
- Escalate immediate concerns of poor customer outcomes during an audit to line managers.
- Provide support to agents and team leads by being on hand to answer quality control related queries, ensuring correct process adherence.
- Undertaking ad-hoc analysis and investigative work, where required, including Customer Journey Reviews (CJRs), process reviews, and conducting ad-hoc contact reviews.
FCA COMPLIANCE & CONSUMER DUTY
At Onmo we all take collective responsibility for our individual roles in creating the best outcomes for our customers. In this role that involves:
- Ensuring good outcomes are provided to customers while agents follow SOP during contacts.
- Highlight any issues during a contact that would require remediation and enhance our customer support being offered.
- Feedback to relevant teams on knowledge and training gaps that need to be improved upon for all customer facing teams.
- Score in-line with the Onmo scorecard to ensure all contacts are graded against Onmo’s service standard.
- Provide coaching and feedback to managers and agents when service is not being delivered to our standard.
ESSENTIAL QUALIFICATIONS & EXPERIENCE
- Minimum of two years’ experience working in either a front-line customer service or collections role or as a Quality Control Officer in such areas within Financial Services.
- Proficient in using Microsoft Office Suite programs (Excel, PowerPoint, and Word).
- Proficiency in using audit tools, software, and systems to conduct evaluations and generate reports.
- Ability to work independently and collaboratively in a fast-paced, dynamic environment, with strong attention to detail and accuracy.
- Strong understanding of regulatory requirements, compliance standards, and best practices related to customer communication in financial services.
- Strong communication skills, both written and verbal, with the ability to provide constructive feedback and coaching.
- Proactive in raising process concerns that result in poor customer outcomes, being a primary driver of change.
DESIRABLE SKILLS & EXPERIENCE
- Confidence in raising performance concerns to line managers, with the ability to provide alternative approaches to contact.
- Experience in the development of Quality Control scorecards, with knowledge of regulatory requirements as set out by the FCA.
- Experience in understanding and conducting in-depth analysis within Excel.
- Fast learner - You will need the ability to learn product and process knowledge and materials quickly.
- Professional, dependable, and able to maintain confidentiality.
- Passionate about providing outstanding customer services and ensuring customers receive good outcomes.
- Goal and targets orientated to ensure required checks are completed to a high standard.
- Ability to work in both collaborative environments and independently.
- Adaptable - Ability to quickly reprioritise according to day-to-day requirements and goals.
Quality Control Officer employer: ONMO
Onmo is an exceptional employer that prioritises employee growth and development within a dynamic and supportive work culture. As a Financial Accountant, you will be part of a passionate team dedicated to empowering individuals in their financial journeys, while enjoying the benefits of a collaborative environment that encourages innovation and continuous improvement. Located in a vibrant area, Onmo offers unique opportunities for professional advancement and the chance to make a meaningful impact in the financial services sector.
StudySmarter Expert Advice🤫
We think this is how you could land Quality Control Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ONMO. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ONMO before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Quality Control Officer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ONMO:Your cover letter is your chance to shine! Tell us why you want to work at ONMO specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ONMO!
How to prepare for a job interview at ONMO
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
