Customer Service QA Associate Cards

Role Description

The QA Associate is responsible for ensure our operations team, meet our Consumer Duty obligations and deliver a fair customer outcome for our clients on an ongoing basis. To achieve this the QA Analyst will be required to complete QA reviews on our manual Processes / Procedures, to determine the effectiveness of the Process / Procedure. This will in turn determine if the affiliated controls are robust. The roles will involve listening to calls, reading chats, reviewing cases and checking them against the underlying processes and procedures to complete a direct assessment.

When required provide updates In monthly alignment meetings on the learnings that need to be shared with the team leads and senior leadership.

Provide support to the QA team Leads with QA reporting Weekly / Monthly requirements and calibration sessions.

Responsibilities:

• Perform quality assurance on defined samples of cases per, day / week / month.
• Setup and maintain regular reporting for team leads and senior leadership.
• Participate in and lead team discussions on the calibration of findings and build consensus.
• Track and review Quality Assurance observations.
• Trigger point for process improvements.
• Foster a culture of collaboration and information sharing for efficient execution; build strong relationships with internal clients.
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  Ensure risks & issues are escalated appropriately within the governance structure. 

Skills:

• Experience within the Financial Services industry, focused on retail banking products, credit cards.
• Quality Assurance background is a must.
• Ability to identify and articulate new or emerging risks to the business, getting to the why as efficiently as possible.
• Detail oriented and a disciplined approach to process and quality controls.
• Strong documentation skills to clearly articulate results of testing.
• Excellent organization, written and oral communication skills.

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• Proficiency in MS Excel, documentation and metrics.
• Ability to articulate complex issues concisely and communicate effectively with senior stakeholders.
• Strong teamwork, partnership, and collaboration

Qualification 

• Postgraduate/ MBA (or bachelor’s degree preferred)
• Experience in the financial service industry with retail customers and products
• 6 + years experience in QA
• Experience with QA of call/ chat interactions

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