About This Role

• Working collaboratively in the delivery of Quality Assurance activity which is focused on managing our risk, good customer outcomes and great customer experience.
• Assessing customer interactions and/or process outputs, to ensure policies and standards are adhered to and fair outcomes are delivered to customers in line with the Quality Framework
• Identifying, from the assessment of customer interactions and process steps, any remedial action that is required and tracking this through to completion
• Providing constructive feedback to support the development of the customer journey particularly where areas for development have been identified
• Building close working relationships, gaining credibility and providing an appropriate level of review, challenge, and influence primarily to colleagues carrying out customer interactions or process outputs
• Maintain & develop business awareness, including technical & regulatory knowledge across key department processes
• Contribute to regulatory risk management across Customer Operations teams identifying risks and supporting the business in implementing improvements in practice where possible
• Contribute as appropriate to regulatory risk management across Customer Operations, driving improvements in practice where possible 

• Have financial services operational experience, particularly in a Quality or Risk role
• Can demonstrate sound knowledge of Quality Assurance principles in a customer facing/ financial services organisation
• Excellent communication & interpersonal skills
• Are results focused with a strong work ethic

The hiring manager to contact is: Christopher Watters Email: christopher.watters@diligenta.co.uk

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