Role : Quality Assurance Specialist (Pensions)

StartDate 3rd June

ContractLength : 6 Months (likely toextend)

Location : London (23 daysonsite)

Rate : Competitive

Reportingto the QA Manager in the Risk and Compliance Team you will provideconfidence that the core Operations processes are delivering to thedefined qualitystandards.

Youwill be responsible for providing an independent / objective view ofQuality adherence across the financial products and the associatedcustomer experience.

You will act as a champion of Quality byproviding insight on the root cause of Quality failures andrecommend appropriate solutions to ensure betteroutcomes.

Inbeing a member of the QA Team youwill :

• UndertakeQA reviews on claim decisions and customer contact / experience toensure compliance with rules policies regulatory requirements andservice levelagreements
• Asthe second line of defence you will assess the effectiveness ofreviews performed by Reviewers and Quality Checking Specialists(check thechecker)
• Testcontrols and identify emerging risks within theoperation
• Providecomprehensive feedback and coaching on any identified errors whilstsupporting the tracking of any required remedial activity throughtocompletion
• Ensurethat root causes for Quality failures are understood and solutionsagreed with the appropriatestakeholders
• Presentresults of the Quality reviews to stakeholders thematicallyanalysing these results identifying root cause failures and provideactions / recommendations to mitigaterisk
• Establishand maintain effective relationships with technical colleagueslegal and other supportteams.
• Havean ongoing commitment to upskill on new and emerging areas ofproduct knowledge to meet the everchanging financial servicesregulatorylandscape
• Contributeto company wide projects using specialistknowledge
• Regularlyreview the Operational procedural documents to ensure enhancementsare made to support and improve theprocess
• Maintainknowledge and understanding of Financial Conduct Authority (FCA)complaint handlingrules
• Supportthird line of defence and external audit activities whererequired
• Occasionallydeputise for the QA Manager whenrequired

Youwill be able to demonstrate the knowledge experience or masteryof :

• Audit / compliancewithin a regulatory ombudsman or financial servicesenvironment
• Demonstrateregulatory knowledge of the FCA Dispute Complaint Handling Rulesand theirapplication
• Demonstrateknowledge of financial services regulation standards morewidely
• Indepthknowledge of claims handling across differing complex product linesincluding pensions.
• Abilityto manage expectations of seniorstakeholders
• Abilityto provide meaningful feedback and manage difficultconversations

Root cause analysis, quality checking

Last updated : 2024-04-28