We’re looking for a Quality Assurance Analyst, to join our growing team based at our UK headquarters in Maidenhead. Reporting directly to the Quality Assurance Manager, you will ensure that the business complies with FCA rules and guidance as a condition of its regulated authorisation, amongst which, is that individuals who perform regulated customer-facing activities must achieve and maintain competence while undertaking regulated activities.
You will provide coaching and support to agents in Customer Care, Inside Sales, Fleet Agents, Underwriters, and VCUK’s complaints team. This coaching helps to plan and deliver required learning and staff development but also oversees the requirements of the internal compliant investigation policy and procedures and contributes to any ad-hoc projects or policy updates as required.

Above all, we are looking for a self-starter who can take initiative and work without supervision to self-motivate and work independently. You will:

• Design and contribute to testing processes for each customer-facing area of the business (Fleet, Sales, Customer Services & Credit Risk)
• Undertake quality assessment of customer facing communications, activities and material to ensure adherence to internal procedures are in line with FCA regulation and expectations
• Provide feedback and reporting on quality checking results with any remedial actions required to the Head of Care by Volvo and relevant operational managers to ensure customer facing teams are fulfilling their obligations in line with internal policy and procedures and adherence to the regulatory requirements
• Provide coaching and support to the customer facing teams to help learning and staff development
• Take ownership of your workload and consistently achieve productivity targets whilst maintaining high-quality standards
• Work collaboratively with all teams and colleagues, ensuring consistency to quality assurance approach and best practice within the team
• Contribute to any ad-hoc projects or policy updates as required