Quality Assurance Analyst in Kettering

The Quality Assurance Analyst will be responsible for first line of defence audit activity within the SOF business. They are responsible for working closely with management to monitor compliance within the Appointed Representative and Mobile Company Store Managers and where applicable to provide clear and documented escalations to the Assistant General Manager and Compliance Teams. The Quality Assurance Analyst will build and maintain strong relationships with all levels of management within the SOT, SOF, and SOC teams. They will be the primary advocate as it relates to business assurance activity and will have a very strong working relationship with the Assistant General Manager, Senior Account Manager, and the Compliance Team. They may also offer support to the complaints function of the Audit and Complaints function for SOF. This person will work closely with the complaints coordinator and offer support to the function in other areas where required.

DUTIES AND RESPONSIBILITIES

• Coordinate and plan to ensure that all audits are carried out and conducted in a timely manner.
• Conduct telephone audits on applications and contracts completed by our Franchisees to assess compliance.
• Provide exceptional customer service while conducting phone audits to obtain and confirm customer information.
• Monitor for compliance as it relates to the Operations Manual and Financial Services Agreement.
• Monitor for compliance as it relates to regulated Fixed Sum Loan, Hire Purchase Agreements, Modifying Agreements, or Hire Agreements.
• Report comprehensive Audit results in a timely and accurate manner per policy and guidelines.
• Manage the random mailer audit process.
• Conduct random phone audits based on Health Risk Report metrics for active Franchisees under the direction of the Portfolio and Compliance Managers.
• Conduct phone audits based on discovery of EC/Lease/Subscription compliance issues.
• Work closely with the Compliance Function to build robust management information that can be used as a tool within root cause analysis.

Training and Development

• Develop and maintain robust training documentation for both internal associates but also for the Franchise Network and external sales team.
• Deliver training to Appointed Representatives and Mobile Company Store Managers as a preventative measure where potential issues are identified.
• Present management information to the internal SOF and SOT management teams as well as potential field visits at FPT level to identify issues that need rectified.
• Provide training to new start franchisees during their sign up process to ensure that they understand the requirements of them under their Appointed Representative status.

PERSON SPECIFICATION

• Experience in a Financial Services or regulated environment is desirable.
• Has a strong ability to work to own initiative, with the ability to self-manage.
• Has a professional telephone manner.
• Has excellent computer skills and knowledge including Microsoft Office.
• Is outgoing, positive attitudes and strong interpersonal skills.
• Has excellent organizational skills and the ability to manage multiple tasks.

CORE COMPETENCIES AND BEHAVIOURS

• Establishes and maintains effective relationships with customers at all times.
• Consistently shows a passion for getting things done & meeting commitments to others.
• Dedicated to meeting the expectations and requirements of internal and external customers.
• Gets first hand customer information and uses it for improvements in products and services.
• Effectively operates in line with governance guidelines.
• Shows professional respect and courtesy to customers and colleagues.
• Anticipates future customer needs and trends.
• Focuses on identifying opportunities to benefit customers.
• Talks and listens to customers to clarify their real needs and expectations.
• Strives to resolve customer concerns.
• Offers advice and guidance in responding to customer enquiries.

Attention to Quality

• Understands and follows work procedures to achieve a high level of quality, productivity and/or service.
• Understands the need for all activity to be ‘right first time’.
• Takes an open minded approach to change.
• Supports change management and an open ideas environment.
• Achieves desired results in the midst of changes in responsibilities, work processes, timeframes and performance expectations.
• Willing to learn and develop new skills or behaviours.

Contributing to Team Success

• Keeps in mind that success is defined by the success of the entire team.
• Demonstrates cooperation and collaboration while participating in a group or team.
• Establishes and maintains productive working relationships.
• Demonstrates a personal commitment, both in thought and in action, to the success of the team.

Communication & Influence

• Communicates effectively, both written and verbally.
• Be able to affect change and influence work colleagues in a positive fashion.
• Contributes to Rapid Continuous Improvement (RCI).
• Initiates action to correct problems and notifies others of issues as appropriate.