FCA Quality Assurance Auditor

Company Description

What the role is all about…

The FCA Quality Assurance Auditor plays an important role in conducting monthly audits on customer interactions to ensure Three’s Contact Centre and Retail teams are meeting regulatory requirements while interacting with our customers. Key elements of the operational practices at Three are now governed by the FCA, and you will play a key role in ensuring our adherence with the regulatory requirements from the FCA, Ofcom and the ICO, amongst others. This role will require you to manage your own workload and stakeholder group whilst being part of a close functioning team. You will have the autonomy to investigate potential issues as you see fit and provide recommendations to make sure all our customers are treated fairly.

You will be responsible for assessing customer interactions using the FCA Compliance Framework to ensure customers are receiving the right outcomes. Using this information to communicate meaningful and constructive feedback to Contact Centre and Retail staff to drive performance improvements.

You will produce reporting to present the results of your audits to keep senior management informed on our compliance performance and areas of opportunity to improve. Your reviews will focus in on the root cause of any issues identified and recommendations will drive quality improvements across customer interactions.

You will build strong relationships with a wide stakeholder group to ensure our outsourced partners and internal channels are calibrated and compliant to our FCA Compliance Framework. Working closely with Three’s 2nd Line of Defence to actively maintain and enhance your own knowledge of current and forthcoming regulatory requirements and identify process improvements and first-class practices.

Job Description

What you’ll be doing…

• Responsible for conducting quality audits against risk-based compliance model for customer interactions.
• Deliver key insights back to the business areas from the quality monitoring carried out.
• Ensure that the principles outlined in our internal QA Framework are delivered across our Operation, and work with our Quality partners in other areas to support the delivery of our QA Framework.
• Work with key stakeholders within the QA Teams and across the Three network.
• Conduct root cause analysis (RCA) to support continuous improvement on quality and performance.
• Provide feedback to improve performance in operational areas.
• Identify training needs together with providing guidance to less experience staff.
• Participate and in some cases lead calibration sessions to maintain consistency across all areas.
• Support performance improvement interventions after identifying key themes.
• Opportunity to engage directly with our Customers to monitor compliance and gather key insights.
• Provide timely and comprehensive reporting, highlighting areas where criteria has not been met and identifying any trends and patterns in compliance levels against key regulations.
• Continuously seek ways to improve our practices within Quality Assurance to drive efficiencies, and provide a first class service to our stakeholder network.

Qualifications

What you'll ideally bring...

• Experience in a quality assurance environment, ideally in a FCA regulated environment (preferred).
• Good understanding of the Ofcom and FCA quality assurance frameworks.
• Problem solving capabilities to create meaningful strategies to improve quality.
• Analytical skills to produce root cause analysis.
• Ability to work within a clearly defined set of regulations and standards.

Additional Information

What you'll receive in return…

• A performance based annual bonus & an additional 'flexible allowance' to spend on additional benefits, topping up your pension, or to be added to your salary.
• Hybrid working between your home (2-3 days a week) and our Glasgow office (2-3 days a week).
• 28 days annual leave + 8 bank holidays + 3 personal days annually, which increases with length of service.
• Private Medical Insurance, Life Assurance and Income Protection.
• Free mobile phone package & unlimited sim-card.
• .... Plus lots more including wellbeing and learning & development benefits!

Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

With that in mind, if you do not ‘tick every box’ in the job advert above, there are likely other valuable attributes and skills you have that would make you a great addition for the team. So, if you feel this role is for you, then please apply! We are committed to equality in employment and growing a diverse workforce. We embrace those of any race, gender identity, sexual orientation, age, religion, disability, marital status, family status or civil status and we want our teams to reflect this!

We are a Disability Confident Committed Employer. Need any reasonable adjustments? Let us know when you apply so we can support you throughout the interview process.

At Three we have a hybrid working arrangement in place as standard for office based employees, where employees work from a mix of office based location and working from their home in the UK to carry on their role.
Excluding retail, our core hours at Three are between 10:00 and 16:00, with operating hours between 08:00 & 18:30. This allows employees to have a start time between 08:00 and 10:00 and finish time between 16:00 and 18:30.