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.
Inclusion is the driving force behind our ethos.
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.
Main Accountabilities Conduct daily and timely reviews of agents across all contact channels 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 to 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.Remain up to date on all regulatory change and support continuous improvement.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 and compliantly.Organisation & Time Management.Performance analytics.Coaching and feedback experience.What's in it for you? We'll offer you a competitive salary and discretionary bonus structure. You'll have access to our colleague car schemes, pension scheme, and flexible benefits.
We support you with wellbeing resources, including an Employee Assistance Programme and Mental Health First Aiders.
What's next? Please apply online via Taleo and include a copy of your CV. The Mercedes-Benz recruitment process reflects our obligations under relevant UK legislation.
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