Quality& Compliance Assistant
This fun, buy, proactive and well estasblished company are moving to new offices in Dartford in May. They require a Quality Analyst - and they will look at candidates that have the right ability. If you have worked in a compliance financial services regulated role than great, but it may be that you are a graduate lookling for that first fab permanent role or perhaps you have worked in other admin based roles over the years and would enjoy this new challenge, especially if you have been used to working in a customer focussed role Although the spec looks very detailed, basically you are part of the quality team, ensuring that calls with customer tick the compliance boxes, listening to calls to check that key compliance questions have been asked. This 9-5 role offers a long list of benefits, a 9-5 Monday to Friday working day and great career prospects or you may decide you will enjoy this role long term. Duties & responsibilities Quality Management programme, ensuring that call, email and live chat audits are carried out within timescales, findings are recorded, needs identified and fed back to line manager. Analyse gaps and trends in performance, liaising with the Compliance Team Leader to help identify and assess training and development needs; Auditing includes monitoring and reporting for individual employee adherence to company and client quality goals, business rules and regulations, and ensuring that Customer Service Representatives follow established call handling protocols, have documented calls correctly, and have escalated calls appropriately as required. The Quality Analyst updates the tracking database with audit results, providing reports to Learning & Development and Operations leadership in support our organisational goal of ensuring continual improvement in Operations efficiency and effectiveness. Work alongside the other departments to ensure quality performance trends and continuous improvement actions are properly communicated Identify any improvement required regarding quality standards, processes, procedures including and involving training and compliance Provide good and balanced feedback and recommendations for change at all levels across the business Manage communication effectively at all levels Timely completion of the monthly QA Summary Time and priority workload management Add hoc tasks as allocated by the Compliance Team Leader Personal Profile The purpose of this role is to support the Compliance Team Leader in line with the Quality Assurance Programme. The successful candidate will ensure compliance is maintained at customer facing level and that employees are complying with internal policies and procedures designed to support the business's process and meet regulatory requirements. This role is an exciting opportunity for a candidate looking for an entry point into the Compliance sector. Qualifications Excellent communication and attention to detail, including strong written and grammatical skills Understanding of FCA and ICO regulations/Compliance or a willingness to learn Ability to work unsupervised and to tight deadlines Organised and structured approach to your work Ability to analyse and interpret text into plain, simple language Experience Previous experience within the consumer finance industry advantageous Knowledge and understanding of the Financial Conduct Authority and other regulatory bodies Experience with Microsoft Office Products, such as Excel or Word Braundton Consulting is a recruitment agency working on behalf of this client.