Quality Assurance Specialist

Role: Quality Assurance Specialist (Pensions)

• Undertake QA reviews on claim decisions and customer contact/experience to ensure compliance with rules policies regulatory requirements and service level agreements
  
• As the second line of defence you will assess the effectiveness of reviews performed by Reviewers and Quality Checking Specialists (check the checker)
  
• Test controls and identify emerging risks within the operation
  
• Provide comprehensive feedback and coaching on any identified errors whilst supporting the tracking of any required remedial activity through to completion
  
• Ensure that root causes for Quality failures are understood and solutions agreed with the appropriate stakeholders
  
• Present results of the Quality reviews to stakeholders thematically analysing these results identifying root cause failures and provide actions/recommendations to mitigate risk
  
• Establish and maintain effective relationships with technical colleagues legal and other support teams.
  
• Have an ongoing commitment to upskill on new and emerging areas of product knowledge to meet the everchanging financial services regulatory landscape
  
• Contribute to company wide projects using specialist knowledge
  
• Regularly review the Operational procedural documents to ensure enhancements are made to support and improve the process
  
• Maintain knowledge and understanding of Financial Conduct Authority (FCA) complaint handling rules
  
• Support third line of defence and external audit activities where required
  
• Occasionally deputise for the QA Manager when required
  
• Be a positive role model and advocate for change
  

• Audit/compliance within a regulatory ombudsman or financial services environment
  
• Demonstrate regulatory knowledge of the FCA Dispute Complaint Handling Rules and their application
  
• Demonstrate knowledge of financial services regulation standards more widely
  
• Indepth knowledge of claims handling across differing complex product lines including pensions.
  
• Ability to manage expectations of senior stakeholders
  
• Ability to provide meaningful feedback and manage difficult conversations