Quality Assurance Manager

MotoNovo Finance
Cardiff (Caerdydd)
13 Jul 2017
27 Jul 2017
Job role

Quality Assurance Manager

Up to £35,000pa + annual bonus

35 hours per week rota basis

Cardiff City Centre

MotoNovo Finance has an exciting new opportunty for a Quality Assurance Manager to join our New Business Operations Department.

Based in the heart of the Cardiff City Centre, in our state of the art brand new building, we are looking for an experienced manager to take responsibilty for ensuring a customer outcomes approach is embedded within the team.

As a MotoNovian you can enjoy a fantastic benefits package ranging perks such as extra days off for your birthday, Christmas shopping days and so much more in between.


Job Summary:

To manage and take responsibility for the day to day operation of the Quality Assurance Team, making recommendations on procedural changes, and taking responsibility for ensuring a customer outcomes focused approach is embedded and active in the team including providing feedback to the business on changes required.


1.Manage the daily running of the Quality Assurance Team by ensuring tasks such as coaching and training of the Team, rota management, annual leave / sickness absence monitoring, overtime authorisation, team meetings are carried out regularly and effectively.

2.Ensure that the activity and results of the monitoring and controls function are reviewed and analysed in line with regulatory timelines and requirements on quality.

3.Support the relevant operational areas by providing a first line control function which gives independent feedback on calls monitored, issues identified and suggested resolutions. Recognise, recommend and where appropriate implement improvements to processes and procedures, ensuring activities are in line with current methods.

4.To ensure that all monitoring is completed by the QA Team diligently and to a high standard, with feedback given in a timely manner.

5.Maintain, implement and analyse various reports to provide a control function to key areas of potential risk, and ensure the effective monitoring across the business.

6.Communicate possible opportunities to progress the business’ service operation and to assist the relevant Manager with the development of a customer solutions strategy.

7.Actively contribute ideas and suggestions towards existing and future strategic initiatives at team and departmental levels.

8.Ensure that any appeals or issues are dealt with compliantly, and within policy guidelines, and that any concerning trends identified are escalated appropriately.

9.Maintain a comprehensive and up to date knowledge and understanding of MotoNovo Finance products and services, providing accurate information and proactively promoting them where appropriate

10.Maintain an up-to-date knowledge of regulatory and legislative information related to MotoNovo Finance products and services (e.g. ICOB, FCA Rules, Money Laundering, Data Protection, etc.) as advised by Line Management. Ensure all Money Laundering issues are reported appropriately.

11.Maintain good knowledge and understanding of all relevant policies and procedures relevant to the role, being compliant with these policies and procedures at all times.

12.Treat customers fairly and aim to deliver fair customer outcomes in all of our day-to-day processes.

13.Ensure team is aware of their responsibilities in regards to Treating Customers Fairly.

14.Work as part of a team – supporting, motivating and assisting colleagues in the operation of the department and throughout the business. Carry out one to one reviews, conduct annual appraisals and interim reviews as well as completing probation reviews.

15.Recognise, recommend and where appropriate implement improvements to processes and procedures, ensuring that the efficiency, effectiveness and compliance of the department is maintained and activities are in line with current methods. Encourage ideas and suggestions from employees to help achieve strategic aims.

16.Ensure that all system based records are maintained in an accurate and timely manner (and ensure that data integrity is maintained at all times) as prescribed by regulatory, legislative and company procedures.

17.Continue to develop self and role by studying relevant training materials and product information and continually develop and improve product knowledge.

18.Regularly review and evaluate management information to maximise the performance of the department. Ensure this information is provided and communicated in an appropriate and timely manner.

19.Ensure that prompt and regular communication and support is maintained between all internal and external parties to ensure seamless and consistent service levels are maintained at all times, reporting exceptional matters to line management.

20.Maintain and review department policies and procedures, or create new ones as required to ensure they are sufficiently robust. Ensure processes are adhered to fully, recognising, recommending and where suitable implementing improvements.

21.Establish efficient operating standards to ensure that all costs are controlled and monitored in accordance with approved budgets and in addition to promote a culture of cost consciousness throughout the Company.

22.Ensure department compliance with legislative and regulatory requirements, including not exhaustively; Credit Consumer Act, Data Protection, Anti Money Laundering, Health and Safety, FLA, Employment and other legislative requirements (as applicable).

23.Ensure departmental business hours are fully resourced.

24.Where necessary, maintain laid down standards of discipline, rules and regulations in relation to recruitment, training, performance reviews, grievances, disciplinaries and counselling.

25.Delegate and oversee work undertaken ensuring the department operates effectively and efficiently and that all administrative tasks are completed to a high standard.

26.Be responsible for dealing with the more complex queries from both staff and external sources to provide an informed response which results in an appropriate consumer outcome, always referring to the TCF Charter

27.Undertake any other reasonable tasks as requested by line management.

Please note that candidates must successfully complete a credit check prior to attending an interview.

We are committed to the achievement of equal opportunities.

Thank you for your interest in MotoNovo Finance. We endeavour to respond to all applicants however due to the volume of CV's received if you do not receive a response within two weeks please treat your application as unsuccessful on this occasion.

This job was originally posted as www.totaljobs.com/job/75023605

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