Quality Assurance Analyst – Complaints recruitment
Quality Assurance Analyst
The role holder will demonstrate strong planning and organisational skills and be committed to providing a high level of customer service at all times.
The ideal candidate will have the ability to influence and negotiate with counterparts in other areas of the business as well other parts of the group, and will be confident working as part of a team in a target driven environment.
Responsibilities
- Responsible for ensuring that all complaints are dealt with in the regulatory complaints for the financial services Authority (FSA) and following the guidelines / requirements of the Financial Ombudsman Service (FOS)
- Accountable for carrying out quality checks on individual customer complaints relating to the sale of life pensions and investment products
- Undertake proactive diary management to ensure that complaint cases are progressed to resolution according to regulatory timescales, without unnecessary delays, and are dealt with in priority order to achieve individual and team targets
- Carry out checks on completed complaints, assessing them against prescribed benchmarks to ensure that all complaint cases are dealt with within the financial services authority (FSA) requirements, Financial Ombudsman Service (FOS) guidelines and customer relations department (CRD) handbook.
Full Planning Certificate (FPC 1, 24) or Certificate for financial advisors (CEFA) is required.
July 30, 2012
• Tags: Asset Management careers in the UK, Complaints recruitment, Quality Assurance Analyst • Posted in: Financial