Quality Assurance Analyst – Oxford

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Motor Finance Company

Kind Consultancy is working with an innovative technology-led Motor Finance business that is currently seeking a Quality Assurance Analyst to join their Oxford team, in a flexible role featuring 2-3 office days per week and a salary between £24,000 and £29,000 dependent on experience.

The Quality Assurance Analyst will carry out independent quality monitoring of customer interactions across the business, with key responsibilities including:

  • Conducting case reviews and quality-level checks on all forms of communication, utilising the business’s quality scorecards and systems
  • Evaluating agreed reports, evidencing quality levels from teams and individuals
  • Making recommendations where quality standards are not being met
  • Identifying any training needs, highlighting key focus areas through qualitative feedback
  • Running and attending calibration sessions to ensure a consistent approach
  • Supporting the Operations team in the delivery of quality targets to embed a positive coaching culture in the team through ongoing feedback with customer-facing staff
  • Identifying any low-performing/high-risk agents to Team Leaders

Our ideal candidate for the Quality Assurance Analyst opportunity:

  • Has previous experience of Quality Assurance work within Operations analysing Customer interactions
  • Has previous experience within Financial Services – Motor Finance experience would be highly advantageous, as would previous exposure to Asset Finance and/or Consumer Credit and loan origination/loan management experience
  • Has a good working knowledge of industry regulations including FCA, FLA, ICO, CCA and TCF
  • Is analytically minded, with consistently strong attention to detail
  • Is highly personable and an excellent communicator, able to build strong working relationships and adapt writing and speech for a variety of audiences
  • Is computer-literate and a confident user of Microsoft Office applications
  • Holds GCSEs in English and Maths (or equivalent)

If you’re interested in the Quality Assurance Analyst role and you have the skills and experience we’re looking for, please apply with an updated CV today.

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