We are looking for a Third Party Quality Assurance Auditor to join our Nottingham TDX Group. In this role you will work within the Third Party Conduct & Oversight team and will conduct 1st line call monitoring and assurance of our debt collection partners for our customers. You will also maintain appropriate monitoring activities across the Debt Collection Agencies (DCAs) to help ensure consumers get fair outcomes by monitoring and enforcing contractual obligations and/or regulatory requirements.

WHAT EXPERIENCE YOU NEED

• Solid experience in a consumer environment, with a good understanding of “Treating Customers Fairly.”
• You’ve got to be good at reviewing call quality and explaining your findings.
• Experience gathering data from different sources is a plus.
• You should know how to manage stakeholder expectations.
• Being comfortable with Microsoft/G-suite applications is a must.
  Salary: £27,880 + benefit

• You’ll be part of the Third Party Conduct & Oversight team, making sure our debt recovery suppliers (aka DCAs) are playing fair.
• That means you’ll be auditing them, doing call monitoring, and generally keeping an eye on their practices.
• Your main goal? Make sure consumers are treated right and that the DCAs follow all the rules and regulations.
• You’ll also be:
• Developing and delivering conduct monitoring and audit activities.
• Keeping internal and external stakeholders happy by ensuring compliance.
• Investigating consumer complaints to figure out what went wrong.
• Owning the reporting and action plans.
• Tracking agency performance to help them improve.
• Designing and tracking key conduct risks for each agency.
• Being flexible – sometimes you might need to work outside normal hours.