We are recruiting for a Quality Team Leader to join our Secured Lender Services team in Bristol.

YOUR SKILLS AND EXPERIENCE

• Effective record keeping and high levels of accuracy.
• Excellent attention to detail and a conscientious, ‘can-do’ attitude.
• Client-focused and supportive of team members.
• Strong communication skills and the ability to work collaboratively.
• Basic knowledge of and ability to use common functions of relevant computer applications with appropriate training.
• Demonstrate satisfactory levels of literacy and numeracy.
• Proven experience in team management and leadership.

YOUR ROLE

As the Quality Team Leader, you will be responsible for conducting control and assurance reviews to ensure that the operations consistently delivers fair and compliant outcomes for our clients and their customers in accordance with FCA regulations and internal policies. This role involves conducting audits, providing feedback and supporting the Operational Governance Analysts in improving our service quality and compliance. This role manages a small team of Quality Officers.

RESPONSIBILITIES

• Audits/Control Checks and Reviews: Conduct audits, checks, and reviews of the work carried out by the operational team to assess quality, compliance with regulations/policy documents, and customer outcomes. Ensure all allocated audits are completed within service level agreements.
• Feedback and Actions: Provide feedback and suggested actions to the operational team. Identify trends and proactively escalate them to the operational governance manager.
• Root Cause Analysis: Perform root cause analysis of errors and identify actions to address these issues.
• Support: Assist in the reviewing and updating of control/audit templates/criteria and completing other tasks/projects as they arise.
• Communication: Create and distribute a quarterly Team Blog.
• Quality Audit Calibrations: Participate in quality audit calibrations to ensure alignment in our assurance and controls across the team.
• Overall Quality: Maintain overall quality standards by challenging and auditing internal operations using robust criteria to assess the quality of work with an appropriate focus on customer outcomes.
• Vulnerable Customer Forum: Support in the running of the Vulnerable Customer Forum.