Randstad Enterprise
Quality Control Associate
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Job title: Quality Control Associate
Location: Remote (UK based only)
Contract length: 12 months
Are you a detail-oriented professional with a passion for driving high standards and positive customer outcomes? Randstad Sourceright, a leading provider of RPO & MSP Recruitment Services is currently seeking a dedicated Quality Control Associate to join a dynamic Resolutions team. In this role, you will be instrumental in upholding values of integrity and trust, playing a critical part in resolving complex complaints and providing independent data and insight.
About the Role
You will be responsible for performing rigorous quality checks on the activity of the complaints team. Your work will directly impact how the business investigates, resolves, and responds to complaints that carry financial, regulatory, or reputational implications.
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Key Responsibilities:
- Quality Assurance: Conduct detailed QC checks to ensure customers receive appropriate outcomes and that any customer detriment is proactively identified and addressed.
- Compliance Oversight: Ensure all correspondence meets internal standards and that team members understand and adhere to regulatory reporting practices.
- Coaching & Feedback: Provide complaint handlers with guidance, monitor calls, and deliver direct feedback to enhance performance.
- Risk Management: Escalate matters involving regulatory, reputational, or financial risk to protect business integrity.
- Collaborative Improvement: Work cross-functionally to share specialist knowledge and drive improvements in the overall customer experience.
About You
To be successful in this role, you should possess:
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- Financial Services Expertise: A relevant background in the UK financial services sector, including formal complaint-handling experience.
- Qualifications: IOC1: CISI Introduction to Securities and Investments (or a commitment to gain this qualification within 6 months).
- Analytical Mindset: Exceptional accuracy and attention to detail.
- Communication Skills: The ability to influence and negotiate at all levels, with experience in providing coaching and constructive feedback.
- Technical Proficiency: Strong user of Microsoft Office, including Word, Outlook, and Excel
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