Quality Assurance Officer

About the role

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 and patterns, conduct root cause analysis, provide mentoring on areas of concern, and prepare recommendations for improvements.

Applicants must be eligible to work in the Isle of Man. This role does not offer relocation or sponsorship.

Requirements

• First Degree in Consumer Services (minimum qualification)
• 3-4 years in Personal and Private Banking
• Experience working in a Branch or Private Banking environment with knowledge of 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)

Responsibilities

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

Skills

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