Quality Assurance Officer

NOTE: This role does not offer Relocation or Sponsorship. Applicants must be eligible to work in Isle of Man. To provide a quality assurance function for Affluent Express and its value chain to monitor and evaluate the quality of customer interactions in alignment with the relevant standards and frameworks. To analyse trends/patterns, conduct root cause analysis and provide mentoring on areas of concern and prepare recommendations for improvements. Minimum Qualification: • First Degree in Consumer Services Experience Required • 3-4 years in Personal and Private Banking • Experience of working in a either a Branch or Private Banking environment with knowledge of its associated products, processes and systems. Experience in data analysis, problem identification and reporting. Experience within a call centre environment (e.g., quality of engagements and development of agents). Key Outputs : • Conduct calibration sessions by verifying that Bankers are providing up-to-date information, follow current processes, call scripts and communicate effectively to clients in order to standardise the quality of calls and other forms of communication. • Enhance understanding of all appropriate regulations and processes by interacting with compliance team to ensure QA processes are aligned with relevant rules and regulations. • Perform quality assurance checks on an agreed sample size of calls logged to monitor whether the quality of the service provided is in line with the agreed minimum standards. • Provide weekly and monthly feedback to the Manager, Affluent Express • Implement quality assurance measures aligned to client expectations.Incorporate the relevant aspects into checklists to prevent reoccurrence as identified through audits. #SBO Behavioural Competencies: • Adopting Practical Approaches • Articulating Information • Team Working • Managing Tasks • Meeting Timescales Technical Competencies: • Compliance • Customer Reception and Channelling • Customer Understanding (Business Banking) • Product and Services Knowledge • Risk Awareness • Risk Identification • Risk Reporting #SBO