SCUK Quality Analyst
Country: United Kingdom Santander Consumer Finance UK (SCUK) is based in Redhill, Surrey and provides motor finance to a network of car dealerships throughout the United Kingdom. We are pleased to share that we have an excellent new opportunity for a
Quality Analyst
to join our
Controls Oversight & Service Improvement
team working on a hybrid basis with at least 3 days a week onsite in the office. Reporting to the Quality Team Leader, your key purpose in this post will be to ensure SCUK’s Quality framework is effectively implemented and issues relating to quality & compliance are addressed in a timely manner consistent with SCUK’s overall framework. You will complete Line 1 quality reviews, check adherence to policies/procedures to determine whether the customer has received a good customer outcome (in line with Consumer Duty) and review customer interactions in operational areas to evidence customer outcomes and regulatory adherence. Responsibilities will include: Completing quality customer journey reviews in line with the quality framework and outcome testing standards Testing the end-to-end customer journeys and foundations of all customer interactions, customer identification and verification, ensuring good customer outcomes Providing detail and relevant feedback on results in the agreed format Monitoring non-subjective processes across all operational areas making suggestions for improvement where required Participating in monthly calibration sessions with operational areas and Line 2 Compliance Monitoring team, analysing team outcomes in line with outcome testing standards Escalating identified risks in relation to SCUK risk policies and/or legislative and regulatory guidelines in accordance with the Santander UK group risk framework Adhering to the remediation process in line with the Quality Framework Identifying and raising root cause concerns Highlighting any employees who fail to meet minimum quality standards to management Collaborating with stakeholders to ensure quality standards are maintained and improved Working under pressure, achieving targets set, prioritising workload to achieve tight deadlines and displaying a proven record in delivering results Supporting with delivery of training for new starters/furthering other colleagues’ skill sets We’re looking for someone who has: Knowledge and experience of FCA requirements and Consumer Duty Outcomes Strong planning and organisational skills, thus able to balance urgent and important tasks to deliver on time every time Excellent attention to detail, with a real passion for delivering exemplary customer service Excellent written/verbal communication skills A positive, enthusiastic outlook and good interpersonal skills GCSEs in Mathematics and English at A-C grade (or equivalent) A proven record in achieving objectives, particularly in respect of meeting quality and compliance elements of previous role Ability to work under pressure and to tight deadlines Previous experience of quality monitoring / outcome testing - either from a dedicated quality role or as part of another role (note this is desirable – not essential) Experience using the SCUK FIBA system (note this is desirable – not essential) We have a range of benefits available which include: Competitive salary of £27,000 - £30,500 (dependent on skills and experience) 25 days holiday per annum, plus bank holidays Annual bonus based on personal and company performance £500 flexible benefit allowance Generous pension contributions Employee assistance programme Sharesave scheme Gym passes at a reduced rate for 3,000 gyms, leisure centres etc Other things you need to know: The hours of work will be Monday - Friday 09:00 - 17:00 The role will require you to be onsite, full time for the first 2 weeks for initial training Inclusion At Santander we’re creating a thriving workplace where all colleagues feel they belong and are supported to succeed. We all help to make Santander a workplace that celebrates diversity and attracts, retains and develops the most talented and committed people through living our values of Simple, Personal, and Fair. At Santander Consumer Finance we have a zero-tolerance approach to discrimination, bullying, harassment (including sexual) or victimisation of any kind. What are the next steps: If you are interested in this role and believe you have the skills, experience, and knowledge then we’d love to hear from you. Please go ahead and click apply which will take you through some questions and allow you to submit your CV and covering letter.
#J-18808-Ljbffr
Country: United Kingdom Santander Consumer Finance UK (SCUK) is based in Redhill, Surrey and provides motor finance to a network of car dealerships throughout the United Kingdom. We are pleased to share that we have an excellent new opportunity for a
Quality Analyst
to join our
Controls Oversight & Service Improvement
team working on a hybrid basis with at least 3 days a week onsite in the office. Reporting to the Quality Team Leader, your key purpose in this post will be to ensure SCUK’s Quality framework is effectively implemented and issues relating to quality & compliance are addressed in a timely manner consistent with SCUK’s overall framework. You will complete Line 1 quality reviews, check adherence to policies/procedures to determine whether the customer has received a good customer outcome (in line with Consumer Duty) and review customer interactions in operational areas to evidence customer outcomes and regulatory adherence. Responsibilities will include: Completing quality customer journey reviews in line with the quality framework and outcome testing standards Testing the end-to-end customer journeys and foundations of all customer interactions, customer identification and verification, ensuring good customer outcomes Providing detail and relevant feedback on results in the agreed format Monitoring non-subjective processes across all operational areas making suggestions for improvement where required Participating in monthly calibration sessions with operational areas and Line 2 Compliance Monitoring team, analysing team outcomes in line with outcome testing standards Escalating identified risks in relation to SCUK risk policies and/or legislative and regulatory guidelines in accordance with the Santander UK group risk framework Adhering to the remediation process in line with the Quality Framework Identifying and raising root cause concerns Highlighting any employees who fail to meet minimum quality standards to management Collaborating with stakeholders to ensure quality standards are maintained and improved Working under pressure, achieving targets set, prioritising workload to achieve tight deadlines and displaying a proven record in delivering results Supporting with delivery of training for new starters/furthering other colleagues’ skill sets We’re looking for someone who has: Knowledge and experience of FCA requirements and Consumer Duty Outcomes Strong planning and organisational skills, thus able to balance urgent and important tasks to deliver on time every time Excellent attention to detail, with a real passion for delivering exemplary customer service Excellent written/verbal communication skills A positive, enthusiastic outlook and good interpersonal skills GCSEs in Mathematics and English at A-C grade (or equivalent) A proven record in achieving objectives, particularly in respect of meeting quality and compliance elements of previous role Ability to work under pressure and to tight deadlines Previous experience of quality monitoring / outcome testing - either from a dedicated quality role or as part of another role (note this is desirable – not essential) Experience using the SCUK FIBA system (note this is desirable – not essential) We have a range of benefits available which include: Competitive salary of £27,000 - £30,500 (dependent on skills and experience) 25 days holiday per annum, plus bank holidays Annual bonus based on personal and company performance £500 flexible benefit allowance Generous pension contributions Employee assistance programme Sharesave scheme Gym passes at a reduced rate for 3,000 gyms, leisure centres etc Other things you need to know: The hours of work will be Monday - Friday 09:00 - 17:00 The role will require you to be onsite, full time for the first 2 weeks for initial training Inclusion At Santander we’re creating a thriving workplace where all colleagues feel they belong and are supported to succeed. We all help to make Santander a workplace that celebrates diversity and attracts, retains and develops the most talented and committed people through living our values of Simple, Personal, and Fair. At Santander Consumer Finance we have a zero-tolerance approach to discrimination, bullying, harassment (including sexual) or victimisation of any kind. What are the next steps: If you are interested in this role and believe you have the skills, experience, and knowledge then we’d love to hear from you. Please go ahead and click apply which will take you through some questions and allow you to submit your CV and covering letter.
#J-18808-Ljbffr
