PRA Group
Customer Experience Assurance Specialist (Secondment)
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We invite you to explore a future with us at PRA Group, a diverse and growing company that has a tangible impact on the global economy.
Position Summary:
Working independently to undertake, monitor, and analyse quality control and customer outcome testing, using a Consumer Duty aligned risk-based methodology to ensure we are adhering to regulatory and industry requirements in order to provide the business with assurance that we achieve the correct customer outcomes, whilst complying with PRA Group's Policies and Frameworks and mitigating the risk of foreseeable harm.
Main Duties and Responsibilities:
- To monitor customer interactions individually or as part of a Customer Journey Review and provide appropriate feedback and coaching to agents via team managers as instructed by the CXA Manager in line with the Call Monitoring and Customer Journey Review Procedures and associated policies.
- Meet monthly Call Monitoring and Customer Journey Review SLA's, whilst maintaining quality output.
- Ensure all client audit requirements are met in full and within timescales.
- To adhere to all of PRA Group's Policies & Procedures when assessing Customer Journey and Interaction Outcomes.
- To highlight customer interaction performance issues, trends, and strengths in an appropriate and timely manner, taking into consideration the commercial objectives without diluting Consumer Duty requirements and consider smarter efficiencies.
- Identify and propose solutions for increased interaction quality where appropriate.
- Conduct regular interaction calibration sessions with appropriate stakeholders.
- Work closely with other areas of the business to improve customer journey outcome measurables.
- Keep your industry knowledge up to date by ensuring regular review of FCA rules and any changes that might be advised.
- Any other reasonable duties as directed by management that may be required for the greater benefit of PRA Group and customers alike.
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- Share best practice with all colleagues & other areas of the business to enhance customer outcomes.
- Maintain and develop relationships with Business Assurance colleagues, Operations, and Training teams.
- Liaise with all business partners in a professional manner at all times.
- Ability to adapt to an ever-evolving regulatory environment.
Equal Opportunities Policy:
PRA Group (UK) Ltd applies Equal Opportunities policy at all stages of recruitment and selection process. Shortlisting, interviewing, and selection is carried out without regard to gender, sexual orientation, marital status, colour, race, nationality, ethnic or national origins, religion or belief, age, or trade union membership. Those with disabilities meeting the minimum requirements for the post will be shortlisted and reasonable adjustments will be made to ensure they are not disadvantaged during the interview process.
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