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Quality and Complaints Analyst

Location: NEWCASTLE UPON TYNE, TYNE AND WEAR Salary: 150.00 - 150.00 GBP Per Hour
Sector: Banking Job Type: Temporary
Shift Type: FULL TIME Applications: 1
Posted: 12 months ago Reference: 3055246
Are you looking for a new and exciting role? If yes then this position may just be the role that you have been looking for.

We are currently recruiting for Quality and Complaints Analyst to join an experienced team in Newcastle, in a high profile and interesting project that they are undertaking

Job Purpose To monitor and verify the quality and controls in place within Remediation Operations using internal and bank defined scoring measures to ensure consistency is achieved across the operation, with the aim to improve overall Service Quality and Operational Process Control.

To execute Quality checks on complaints to meet required FCA customer outcomes, compliance standards, TCF requirements and ensure financial transactions are in line with business requirements
Fully utilise the Quality and Control model frameworks in place to facilitate the day-to-day management of Quality Assurance, e.g. Calibration with Product Solutions & Managing the Feedback/action trackers
Be proactive in identifying control gaps and improvement opportunities, and where identified, ensure that issues, process improvement opportunities and control gaps are escalated accordingly
Be proactive in raising any quality concerns/feedback to the operational area. This includes utilising the QC feedback tool effectively and providing F2F feedback where appropriate.
Support in ensuring accurate process documentation is in place to ensure operational adherence to Quality and Control measures and accurate verification during oversight checking.
Assessing the quality of telephony calls within the operation and ensuring adherence to QC Framework.
Knowledge, Skill and Experience Required

The ability to work proactively and unsupervised
Detailed knowledge of the working processes for the products serviced
Ability to build relationships with key stakeholders
Ability to communicate and work with multiple levels
Ability to influence and identify key trends / issues, improvements
Initiative and innovation
Ability to meet target expectations set
If you share Santander’s passion for service and quality and want to play a role in shaping one of the world’s largest banks, we want to hear from you.

You will ideally need to be available from May to attend an engagement session and committed to a minimum of 6 months in this contractor role.

Start Date - 14/08/2017

Salary - £150 per day

Working Hours - 37.5 hours currently across Monday to Friday

Successful candidates will be expected to enter the role as a Limited Company Contractor (LCC) or via an Umbrella company.

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