Poole - Dorset
Quality Assurance Officer - B3
Overall Job Purpose
To confirm compliance with existing work practices, snap checking and challenging inappropriate or insufficient control - both system and procedural - identifying and implementing areas for improvement.
To manage Audit/MSA actions on behalf of Operations Manager and Senior Team Leaders.
Ensure rapid resolution of queries/processing issues.
Key Accountabilities & approximate time split (%)
(Ideally 4-10 points, or headings with sub-points. Quantify where possible e.g. cost/income budget, no of subordinates, likely no of yrs/mths to complete longest task. Could note key external/internal lateral relationships)
Quality & Risk Management (75% - 90%)
Investigate and implement the most effective and efficient solutions to complex risk issues referred by operatives and customers both within and outside the department.
Resolve all outstanding Audit/MSA and Risk issues before the due date, escalating issues appropriately.
Sample work to ensure compliance with procedures and customer service delivery.
Ensure Leadership team are conducting controls and checks in accordance with legal, Group and UK Banking requirements through assurance activity. Escalate issues, compile and implement resolution plans.
Take ownership for risk issues and procedural failures, ensuring no further recurrence and updating/raising DRACA's if appropriate.
Maintain and develop up to date process and systems/risk knowledge to act as source of reference
Ensure department RCA is reviewed regularly and assurance activity detailed.
Updating and adding controls where necessary.
Assure department controls and checks.
Analyse and provide feedback to PE's and TL's on departmental losses.
Review losses passed over departmental loss accounts and ensure they have been correctly applied challenging back to Risk and Recovery where it is felt that a loss is not for their area.
Ensure compliance activity is completed within agreed timescales
Business Management (10% - 15%)
Ensure all entries passed have complete documentation and sign off with in signatory limits.
Organize and chair regular department risk meetings. Ensure audit/MSA/RCA actions completed.
Work with department risk partners to assist with MSA/audit requirements.
Through solution of queries identify improvements to processes.
Work with Process Expert leader to ensure all roles are covered by nominated deputies/delegated authority.
Maintain customer focus to ensure consistent quality of service offered.
Self Development (
Build close relationships with other staff in order to deliver continuous improvement.
Responsible for driving own performance development, collating relevant documentation, preparing for and arranging monthly 1:1s and regular reviews.
Maintain effective performance by being adaptable and positive in approach to dynamic business circumstances.
(Personal attributes essential to performing role: e.g. skills, competencies, expertise, knowledge, experience. Note: experience not to be time-bound)
Essential Experience and Qualifications
Proven experience in an operational / Customer Services area including complex problem resolution.
Proven ability in effective communication.
Ability to prioritise highest risks against time/cost issues.
Experience of Service Level Agreements and Performance Measures.
Experience in a quality and risk environment.
Experience of Performance Development.
Basic salary £18,100 - £20,000
Annual performance bonus
Company pension (3% employee contribution attracts 17% employer contribution)
Additional Pension Benefits
Death In service
Private Medical Insurance
21 days annual leave