Quality Control Officer

Onmo believes that everyone has the right to access, understand and manage their money with confidence. Our ambition is to improve lives by providing better clarity, intelligence and technology to empower every individual in making the smartest financial decisions. We may be young but we have an incredible team in place and big ambitions for the years ahead.

We design our products to help demystify money matters wherever possible, providing customers with more financial control and flexibility in their lives. This helps them get more from what they have, or with smart decisions, make more of the same. It also means people spend less time with the negative aspects of money and more on the positive - enjoying what the world has to offer.

ABOUT THE ROLE

As a Quality Control Officer, you will be responsible for ensuring the quality, accuracy, and compliance of customer interactions across various communication channels and customer facing tooling.

You will conduct audits on all interaction types our customer service agents conduct with customers including phone calls, live chat conversations and emails. Your approach to audits will be to ensure interactions are meeting regulatory requirements, delivering exceptional service, and maintaining professional communication standards. Interactions will be scored against agreed scorecards to ensure that fair, consistent and good customer outcomes are being achieved and that internal processes and procedures are being adhered to from a regulatory perspective.

You will also be responsible for providing feedback to both agents and management on performance outcomes, providing updates that are both qualitative and quantitative, and support in running regular calibration meetings with team leaders and floor managers.

RESPONSIBILTIES

• Monitor Calls, Emails and Live Chats for accuracy of information and adherence to call handling standards as set out in scorecards by Onmo
• Record evaluations using the departmental quality monitoring systems
• Complete a daily target number of checks as set out by line manager, in a timely manner and to a high standard
• Ensure contact remediations are escalated, documented, and actioned in-line with internal processes
• Escalate immediate concerns of poor customer outcomes during an audit to line managers
• Provide support to agents and team leads by being on hand to answer quality control related queries, ensuring correct process adherence
• Undertaking ad-hoc analysis and investigative work, where required, including (but not limited to)Customer Journey Reviews (CJRs), process reviews, and conducting ad-hoc contact reviews.

FCA COMPLIANCE & CONSUMER DUTY

At Onmo we all take collective responsibility for our individual roles in creating the best outcomes for our customers. In this role that involves;

• Ensuring good outcomes are provided to customers while agents follow SOP during contacts
• Highlight any issues during a contact that would require remediation and enhance our customer support being offered
• Feedback to relevant teams on knowledge and training gaps that need to be improved upon for all customer facing teams
• Score in-line with the Onmo scorecard to ensure all contacts are graded against Onmo’s service standard
• Provide coaching and feedback to managers and agents when service is not being delivered to our standard
• Following the FCA Conduct Rules;
• You must act with integrity
• You must act with due skill, care and diligence
• You must be open and cooperative with the FCA, PRA and other regulators
• You must pay due regard to the interests of customers and treat them fairly
• You must observe proper standards of market conduct

ESSENTIAL QUALIFICATIONS & EXPERIENCE

• Minimum of two years’ experience working in either a front-line customer service or collections role or as a Quality Control Officer in such areas within Financial Services
• Proficient in using Microsoft Office Suite programs (Excel, PowerPoint, and Word)
• Proficiency in using audit tools, software, and systems to conduct evaluations and generate reports
• Ability to work independently and collaboratively in a fast-paced, dynamic environment, with strong attention to detail and accuracy
• Strong understanding of regulatory requirements, compliance standards, and best practices related to customer communication in financial services
• Strong communication skills, both written and verbal, with the ability to provide constructive feedback and coaching
• Proactive in raising process concerns that result in poor customer outcomes, being a primary driver of change

DESIRABLE SKILLS & EXPERIENCE

• Confidence in raising performance concerns to line managers, with the ability to provide alternative approaches to contact.
• Experience in the development of Quality Control scorecards, with knowledge of regulatory requirements as set out by the FCA
• Experience in understanding and conducting in-depth analysis within Excel
• Fast learner - You will need the ability to learn product and process knowledge and materials quickly
• Professional, dependable, and able to maintain confidentiality
• Passionate about providing outstanding customer services and ensuring customers receive good outcomes
• Goal and targets orientated to ensure required checks are completed to a high standard
• Ability to work in both collaborative environments and independently
• Adaptable - Ability to quickly reprioritise according toaccording to day-day requirements and goals

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