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Quality Assurance Consultant - Newport

Full Time
Job Sector:
Administration / Office Work, Financial Services / Insurance
South Wales
Newport & Torfaen
Salary description:
Start Date:
Monmouthshire Building Society
Job Ref:

Quality Assurance Consultant

Location: Newport

Salary: Competative

Closing Date: Friday 28 September 2018

An exciting opportunity has become available in the ‘Customer Quality and Assurance Team’ as a ‘Quality Assurance Consultant’. The ideal candidate will be proactive, with great enthusiasm and motivation to deliver the best ‘end to end’ quality for our customers and members across the society.

Interested? Please see further information below …

You will be part of a diverse team of experts and the primary purpose of your role is to undertake risk based compliance oversight activity for the 1st line operational function.

Initially you will be hands on in executing QA plans and outputs and providing tailored feedback, coaching and training to 1st line staff within the direct mortgage team. This will be followed by an opportunity to create and enhance an appropriate programme of Quality Assurance plans across other areas of the business and to create tailored training plans for colleagues in regulated roles to support improved quality and customer outputs.

Key tasks and responsibilities include:

  • To undertake risk-based compliance oversight activity, through a combination of independent testing, thematic reviews and analysis of management information.
  • Providing feedback and coaching to improve customer outputs, productivity and quality measures.  
  • Create an appropriate programme of Quality Assurance plans, aligned to 1st line and 2nd line priorities
  • Execute QA plans in accordance with approved programme; and outputs, supporting 1st line function to embed feedback
  • Create tailored coaching and training plans to support improved quality and customer outputs across key functions
  • Create and run training for colleagues in regulated roles
  • Oversee the maintenance and adherence to T&C schemes
  • Review customer satisfaction surveys, identify trends and present recommendations for improvement

The successful candidate will have a minimum of 5 years’ experience in financial services and within a regulated role,  and will have a CeMap qualification or equivalent.  Experience of the Building Society Sector would be desirable

Monmouthshire Building Society values the diversity that all sections of the community can bring to our Society, we welcome applications from everyone who shares our values.

As a financial services organisation regulated by the PRA and FCA our staff must be honest, financially sound and maintain high levels of competence and capability in their role. Therefore our pre-employment checks include adverse credit checks and criminal records checks (DBS checks) at a basic disclosure level for the

majority of roles but at the standard level for certain roles.

To apply for this role, click here or the 'Apply Now' button below.

Company Description

From the most humble of beginnings the Society has grown into a large and highly efficient organisation.

The Society was founded by a group of local businessmen on the evening of Saturday, January 23, 1869. On May 7 that year the Society granted its first loans, £200 to Mr John Hellier of 6 Tunnel Terrace and £150 to Mr James McBean, a bootmaker of 118 Commercial Road.

Since that time the Society has served the people of Newport and surrounding areas through two world wars, two turns of the century and seen Newport grow from a population of 26,000 people and 3,900 properties to its present size. Members of the Society are proud of its past and its valuable contribution to the economic growth of the wide area it serves.

Today the Society provides a range of Savings and Mortgage products to an increasing number of people throughout South Wales. As a local building society we remain active within our community, supporting local causes through sponsorship, and aiding community organisations and charities through our Charitable Foundation.

We are one of 49 remaining building societies within the UK. Building Societies focus on looking after their members and customers without the pressure to return some of the profits to external shareholders. The Directors of the Monmouthshire Building Society believe that this form of corporate status has stood the test of time and is as effective today as it has ever been.

Closing Date:

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