Quality Assurance Auditor

If you bring experience in Quality Assurance within a collection or financial services setting, we want to hear from you! At Sopra Steria Financial Services you will play an important role in supporting customers who are having difficulties repaying their debt. We are looking for someone with a strong understanding of regulatory requirements, combined with hands-on experience in delivering Quality Assurance activities. If you're detail-oriented, analytical and passionate about maintaining high standards in an ethical way, this could be the role for you.

We understand that work-life balance is essential, not optional. That's why we offer flexible working arrangements to help our employees thrive both personally and professionally. In this role, you'll spend two days a week in our Newcastle office and three days working from home. You will be required to attend the office full-time during a 3-week training period.

What you will be doing:

• Complete quality assurance checks across the collections team in line with the Quality Framework.
• Identify risks to ensure the area remains compliant and risk adverse, meeting internal and external business requirements.
• Provide proactive one-to-one and group coaching, as appropriate, to improve the skills, accuracy, quality of work and behaviours of the collections team.
• Develop and maintain training material, when required, to deliver training requirements of the team.
• Ensuring an excellent standard of customer service is maintained by developing and delivering processes to monitor quality of the work produced by the team.
• To be available and approachable to the team for advice, guidance, queries and assistance.
• Responsible for ensuring that work instructions, desk notes and other collateral are kept up to date and reviewed regularly.

What you will bring:

• Understanding of FCA regulations and guidance in relation to Debt Recovery and Consumer Duty.
• Championing Consumer Duty through insightful recommendations that drive continuous improvement in customer experience.
• Strong analytical skills to identify trends and provide actionable insights to senior management.
• Effective coaching and mentoring skills, with the ability to deliver clear and constructive feedback.
• Excellent working knowledge of Microsoft Office and key specific business systems.
• Proven ability to influence the behaviour of colleagues and clients by leveraging evidence, subject matter expertise, and strong working relationships.

It would be good if you had:

• Experience in developing and delivering training materials to support learning and development objectives.

If you are interested in this role but not sure if your skills and experience are exactly what we're looking for, please do enquire, we'd love to hear from you!

Employment Type: Full-time, Permanent

Location: Newcastle (Hybrid)

Salary: Up to £35,000 (depending on experience)

Benefits: 25 days annual leave with the option to buy additional days, health cash plan, 4 x death in service life assurance, pension, 3 days paid volunteering, 5 days paid carers leave and generous flexible benefits fund which you can take in cash.

We embrace difference as a source of creativity, innovation and competitive advantage and are striving to become a more diverse organisation. We welcome applications from people with a diverse variety of backgrounds and identities. We are committed to equality of opportunity for all and do not discriminate on the basis of race, religion, colour, gender, age, disability, sexual orientation or marital status.