Quality Assurance Manager – Customer
We are seeking an experienced Quality Assurance Manager – Customer to lead our efforts in delivering and enhancing customer satisfaction, sales, service quality, and compliance within Skipton.
As our business continues to grow, this role will be pivotal in driving responsible growth and customer satisfaction. The Quality Assurance Manager – Customer will manage the complaints, quality assurance function, social media platforms, and business performance in line with agreed KPIs and regulatory compliance. This role ensures that the bank not only meets regulatory requirements but also continuously improves its service quality.
Key Accountabilities
- Oversee quality framework processes and procedures, ensuring quality scores remain appropriate and in line with business goals and regulatory compliance.
- Maintain the integrity, efficiency, and reputation of the bank by ensuring high standards of quality, compliance, and complaint resolution.
- Lead and supervise a team of Advisors responsible for conducting first-line reviews, ensuring adherence to established quality standards and compliance.
- Oversee and analyse Quality Assurance results, including comprehensive file checks and call monitoring, aligning activities with the QA framework to uphold excellence in service delivery and compliance.
- Monitor the implementation of Quality Assurance feedback, addressing areas for improvement and fostering a culture of ongoing enhancement.
- Work closely with senior managers to identify potential risks and assist in implementing effective controls, fostering a proactive approach to risk management.
- Take ownership of procedure manuals, ensuring accurate and up-to-date documentation to guide operational processes.
- Lead, manage, monitor, coach, and develop the complaints and quality assurance processes, ensuring optimisation and achievement of SLAs.
- Lead and develop a team of complaints handlers, fostering a culture of empowerment where team members are trusted to make decisions that deliver the right outcome for our customers.
- Oversee the investigation, response, and resolution of complaints in line with regulatory and Channel Islands Financial Ombudsman guidelines.
- Analyse root cause analysis and identify trends and process improvements to mitigate complaint volumes and comply with the CIFO GFSC rule book while promoting best business practices.
- Provide monthly MI for the customer committee.
Essential Requirements
Experience:
- 2-3 years of experience in a regulated environment, ideally within Financial Services.
- Risk Management experience.
Knowledge:
- Excellent knowledge of current industry developments and regulatory frameworks.
- In-depth knowledge of complaint and dispute resolution in line with regulatory frameworks and Channel Island Financial Ombudsman.
- In-depth knowledge of Quality Assurance and complaint management, methodology, frameworks, and disciplines.
- Understanding of the complaints handling process, enabling navigation of complex situations and driving effective resolutions.
- Experience in designing and implementing complaint policies and procedures.
Desirable:
- Ability to implement policies and procedures.
- Training and developing staff to enhance their understanding and execution of practices.
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