Quality Assurance Officer

NOTE: This role does not offer Relocation or Sponsorship. Applicants must be eligible to work in Isle of Man.

To provide a quality assurance function for Affluent Express and its value chain to monitor and evaluate the quality of customer interactions in alignment with the relevant standards and frameworks. To analyse trends/patterns, conduct root cause analysis and provide mentoring on areas of concern and prepare recommendations for improvements.

Minimum Qualification:

• First Degree in Consumer Services

Experience Required

• 3-4 years in Personal and Private Banking
• Experience of working in a either a Branch or Private Banking environment with knowledge of its associated products, processes and systems. Experience in data analysis, problem identification and reporting. Experience within a call centre environment (e.g., quality of engagements and development of agents).

Key Outputs :

• Conduct calibration sessions by verifying that Bankers are providing up-to-date information, follow current processes, call scripts and communicate effectively to clients in order to standardise the quality of calls and other forms of communication.
• Enhance understanding of all appropriate regulations and processes by interacting with compliance team to ensure QA processes are aligned with relevant rules and regulations.
• Perform quality assurance checks on an agreed sample size of calls logged to monitor whether the quality of the service provided is in line with the agreed minimum standards.
• Provide weekly and monthly feedback to the Manager, Affluent Express
• Implement quality assurance measures aligned to client expectations.Incorporate the relevant aspects into checklists to prevent reoccurrence as identified through audits.

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Behavioural Competencies:

• Adopting Practical Approaches
• Articulating Information
• Team Working
• Managing Tasks
• Meeting Timescales

Technical Competencies:

• Compliance
• Customer Reception and Channelling
• Customer Understanding (Business Banking)
• Product and Services Knowledge
• Risk Awareness
• Risk Identification
• Risk Reporting

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