Quality Assessor / Compliance Assistant

mmadigital prides themselves on being bold, innovative an data led. We are looking for a Quality Assurance / Compliance Assistant that understands that coaching for performance is dealt with holistically.

Your responsibilities will connect you to the Head of the Contact Centre where you will be expected to feedback on the processes and and current matrix as well as link in with the people and culture team for any continuous learning patterns.

Your responsibilities will be:

Assess calls based on a range of different call types relating to enquiries for potential claim types to ensure they are compliant with regulatory authorities including the Financial Conduct Authority (“FCA”)

To work closely with the existing Quality Assurance Assessor and agree workloads to ensure that time is managed effectively and the correct volumes of calls are monitored within an effective timeframe

Assist our existing quality assurance assessor in creating weekly and monthly reports for call centre manager, compliance manager and learning and development manager to outline patterns, risks and trends.

To complete accurate call assessments for each call that you listen to and ensure that a consistent and fair approach to the scoring is made.

Conduct calibration sessions with head of compliance and contact centre team leaders to ensure that assessments are aligned.

Conduct compliance spot checks and advise on themes and trends.

Responsible for implementation of ongoing enhancement in compliance procedures, whilst ensuring its alignment with business objectives

Responsible for the monitoring of compliance of outgoing emails, webchat, sms and whatsapp

Quality Assurance Assessor Requirements

Background working in an FCA regulated environment essential

A self-driven and proactive approach to assessing calls

Excellent planning and organisational skills

Strong attention to detail.

Ability to communicate effectively with an ability to feedback assessments in a constructive manner.

Ability to be adaptable in a fast-paced environment within a growing business