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    Quality & Conduct Assurance Analyst

  • Job type: Permanent
  • Sector: Call centre & Customer service
  • Location: Blackpool, Lancashire
  • Salary: £21000 - £24000 per annum
  • Date posted: 28/02/2019
  • Job reference: 38470_1551349777

Do you want to work for an extremely successful Financial Services Company who rewards its employees with numerous benefits and who provides on-going training?

My clients are currently recruiting and have a vacancy for a Quality & Conduct Assurance Analyst to complete outcome testing, call listening and file reviews in the required manner, frequency & timescale to ensure the company regulatory, conduct & quality objectives are being met. Adhere to internal policies & procedures ensuring that all relevant external regulatory bodies' rules are maintained.

The key responsibilities include:

Complete outcome testing on conduct risk activities in the required manner, frequency & timescale to demonstrate that the right outcomes have been achieved for customers.

Update business with results of monitoring - Provide assurance that remedial action has been completed.

Deliver produce & maintain effective management information that meets the operational needs of key stakeholders

Engage proactively with business stakeholders to influence timely and effective remedial action

Support QA Manager in delivering core activities

To be considered for this role:

An understanding of regulations including CONC, MCOB, T&C, DISP, PRIN and DPA

Must have experience of working in a quality assurance or monitoring role within a regulated environment

Able to identify gaps and problems in existing practices and implement rectifications and solutions

Knows how to identify risk in customer account management

Has a mindset and orientation of customer service and care

Ability to translate complex regulatory rules/ findings into everyday language

Ability to confidently and clearly communicate findings and escalate issues

Is skilled in the interpretation and use of management data and information

Good level of Microsoft Office packages, particularly Excel

Works with a strong diligence around confidentiality with a working understanding of GDPR

If you are interested in this role and would like a more detailed job spec please forward your CV to Tracy Bolan at

At Clayton Recruitment we passionately believe your talent matters, so we specialise in recruiting the best talent and connecting this to your opportunities. Based in the North West, our pedigree and service levels give those looking to make a move a refreshingly different recruitment experience. You will work with experienced professionals, dedicated to your success. Take a look at our web site for our latest blogs and news and to keep up to date with current vacancies.

Clayton Group is acting as an Employment Agency in relation to this vacancy.