Job Title: Customer Operations – Quality Assurance Specialist (12-Month FTC)
Closing Date: 29 November 2024
About us At Mercedes-Benz Financial Services, our employees are at the heart of our business. Our colleagues provide a range of financial solutions designed around the changing needs of our diverse customers. It doesn't matter the colour of your skin, the beliefs you value, the people you love or the tattoos you wear, we support you for being you.
Through the doors of Mercedes-Benz Financial Services, you will find a passionate team working to support our customers and our colleagues. We ensure that everyone has an equal opportunity to learn and develop.
How you'll play your part In this role, you will provide independent quality checks for Customer Services, Resolutions and any regulatory programmes as required, delivering segregation of duty as prescribed by the regulator, via call listening, administration and third-party suppliers to ensure the highest standards are achieved. You will be supporting continuous improvement of key processes and systems through active involvement in business change initiatives and regulatory requirements.
Main Accountabilities Conduct daily and timely reviews of agents across all contact channels (phone, email, post, webforms, MMF & live chat) to ensure compliance and adherence to company policies, processes, business rules and regulations.Conduct reviews for teams within the scope of Customer Operations and provide support for cross company and regulatory projects.Assess interactions across a defined scope of processes and ensure that the service delivered meets the requirements and expectations of both the customer and the business.Complete reviews in line with defined targets for volume and accuracy.Work closely with the Quality Assurance Team Leader and stakeholder Team Leaders to support the creation and maintenance of a high performing workforce.Maintain knowledge across all in scope processes following any process or system updates and ensure adherence at all times to any changes that are introduced.Identify any change required and advocate for continuous improvement to support better customer outcomes and service.Highlight any trends or themes identified during quality assurance reviews and ensure tracking for monitoring.Participate in the implementation of any changes identified as a result of 2LOD and/or audit reviews.Support the Quality Assurance Team Leader with additional topics to keep stakeholders informed.Provide feedback to colleagues to support improvement in calibration sessions.About you Good knowledge of Consumer Duty, Vulnerable Customers and FCA principles.Effective listening, coaching, persuasion reasoning and influencing skills.Ability to work under own initiative.Ability to mark reviews fairly, consistently, objectively and compliantly.Strong organisation and time management skills.Performance analytics experience.Coaching and feedback experience.What's in it for you? We'll offer you a competitive salary and discretionary bonus structure. We also hope you'll love our products as much as we do, with access to our colleague car schemes. On top of that, you'll be able to join our pension scheme and you'll get a flexible benefit pot that can be used to find the benefits that are right for you.
We're here to support you – we offer access to colleague wellbeing resources, including an Employee Assistance Programme, Mental Health First Aiders and the Inclusion Advocates as well as flexible opportunities to support work life balance.
What's next? Please apply online via Taleo. Remember to include a copy of your CV too. You'll be asked a series of questions through the online application process.
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