Quality Assurance Analyst
* Location: Reading
* Job Type: Permanent, Full time.
* Salary: Competitive salary DOE
My client, a leading purchaser of consumer debt portfolios, are recruiting for a Quality Assurance Analyst.  The team is dedicated to achieving positive outcomes for the customers and supporting them in clearing their debt and repairing their credit record. We are looking for a professional individual who is committed to maintaining our high regulatory obligations and quality standards.
Day to Day of the role:
* Undertake evaluations of telephone calls, correspondence, and tasks to ensure compliance with regulatory obligations and quality standards.
* Review and evaluate customer interactions against a set QA framework accurately.
* Provide clear and precise feedback on QA evaluations, highlighting areas for improvement and best practice.
* Recommend remediation actions to address any identified issues.
* Ensure all QA monitoring is completed within agreed timescales.
* Participate in calibration sessions to ensure consistency in QA evaluations across the team.
* Support the delivery of QA feedback and training initiatives for staff on compliance and regulatory matters.
* Assist with the preparation of QA materials for company meetings and staff reviews.
* Identify instances of actual or potential customer detriment for immediate action.
* Highlight broader trends and process failures for continuous improvement.
* Maintain up-to-date knowledge of industry, regulatory, and legal developments to support our TCF objectives.
* Undertake additional tasks and projects as required.
Required Skills & Qualifications:
* Strong written and verbal communication skills.
* Proficient IT skills.
* Good organisational skills with the ability to meet deadlines.
* Keen attention to detail and anomaly identification.
* Ability to work both independently and within a team environment.
* A-level standard education or equivalent as a minimum.
Benefits:
* Competitive salary.
* Excellent benefits package upon successful completion of probationary period.
* Free lunch and refreshments.
* Hybrid working opportunities.
* Free parking.