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Quality Control Officer

Shawbrook Bank
Job LocationGlasgow
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeContract, full-time

Job Description

The RoleShawbrook is a specialist UK lending and savings bank founded in 2011 to serve the needs of SMEs and individuals in the UK with a range of lending and savings products.We differentiate ourselves by concentrating on markets where our specialist knowledge and personalised approach to underwriting offer us a competitive advantage. This supports attractive stable returns and sustainable growth and benefits businesses and consumers in parts of the market which continue to be poorly served by traditional high street banks. Fundamental to our success is a relationship focus which puts the interests of our customers and business partners at the heart of everything we do, built on a culture which stresses the use of our experience and judgement to make decisions that balance risk, return and customer need.We are currently looking to appoint a Quality Control Officer on a 12 month fixed term contract basis. The Quality Control Officer will be responsible for reviewing the front-line activity through direct review/oversight of inbound and outbound calls, back office activities, third party service providers performance and end to end customer case reviews. Due to growth and a recent restructure, the successful incumbent will gain exposure to all central functions of the Bank including savings, complaints, underwriting, collections and recoveries.Responsibilities

  • In line with our agreed Quality Control Framework assess the performance and adherence of front line colleagues to agreed standards
  • Carry out testing of origination and in life management activities. Feedback results in a professional, confident and confidential manner, with or without the Line manager/ Team leader in attendance as needed
  • Identify training and coaching needs for colleagues based on a deep understanding and analysis of performance
  • Assist in the management of a programme schedule and timetable for reviews to ensure the right quantity is completed in line with the requirements of the Quality framework.
  • Assess the ability of new starters and agree risk-based assessment for new starters and any colleague who is not meeting the required standard
  • To promote best practice and enhancement of the customer journey by continuous improvement analysis and recommendations to improve quality and customer journey
  • To keep fully up to date with all products, rates and T&Cs. Where new products are launched ensure any required changes to the framework are agreed with the Controls Manager
  • To liaise with Compliance in relation to the monthly audit results
  • Demonstrates superior customer service during communication with customers and colleagues either by phone, correspondence and/or one-on-one meetings.
  • Maintain and produce Management information showing data, trends and insight with commentary
  • Liaise with Controls Manager over the completion of compliance quarterly monitoring reviews. Identify any difference in results an amend approach to align our scoring /assessment
    • The Person
  • Proven experience in a quality control or quality assurance function within financial services is essential
  • Experience/knowledge of TCF, FCS, CCA, MCOB, CONC & DISP.
  • A Complaints/Service/Collections or Operational background would also be desirable

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