Quality Analyst – Financial Health Operations – Banking London, England
Job description
Quality Analyst – Customer Services – Financial Health Operations
Career Level: 11 Analyst
Location: UK Remote
Salary: up to £32,000 - depending on experience
If you’re passionate, driven and committed to providing a first-class customer experience then we’d love to hear from you.
We at Accenture care deeply about what we do and the impact we have with our clients and communities. At the very heart of this are our people who are diverse, innovative, and committed to delivering excellence.
At Accenture we build careers. We have mentors, career counsellors and buddies who are all there to support your growth and development. This is a great opportunity work for a company where you are encouraged to bring your best self to work every day and be part of a positive and dynamic team!
As well as a competitive salary, we offer a variety of excellent benefits including (but not limited to!):
Employee Share Purchase Plan
Excellent Pension scheme
A variety of Health and Wellbeing benefits including individual private medical cover (family can be included at a discounted rate), access to app-based fitness classes and discounts at a range of gyms
Employee discounts
Three days paid leave per year for charitable work of your choice
Excellent employee referral programme with generous bonus payments for introductions
The
The Quality Analyst is responsible for monitoring and ensuring the Financial Health Operations Agents are meeting the requirement quality and customer outcome standards required by the Bank.
The will cover the following, but not limited to:
Listening to call agent’s customer calls and assessing if they meet the required quality standards set by the Bank
Reviewing completed customer cases to ensure correct process has been followed, highlighting any non-compliance and communicating with internal stakeholders
Conduct high level outcome testing against the Banks framework
Input and where necessary lead case clinics with SME’s, Team Leaders to identify trends and suggest remediation activity
The successful candidate will have:
Experience working in a Quality orientated role within a retail banking operation, preferably covering financial health/collections
Strong understanding of FCA regulations, specifically around understanding customer detriment and what constitutes fair and unfair customer outcomes look like
Able to provide consistent output and recommendations on agent calls
Knowledge of key and relevant FCA regulations with focus to create a customer centric culture in delivering good customer outcomes to customers
Strong stakeholder management skills
Be able to challenge processes and suggest areas for transformation and instil a culture of continuous improvement
