As Quality Assurance & Control Manager you will lead the Quality Assurance & Control Team. You will provide oversight of the Quality Function of all Financial Service assessments undertaken to ensure consistency and accuracy delivered and the right outcomes achieved for our customers The team will be responsible for identification of trends within key FS areas, ie. Customer Care, Customer Payment Solutions, Fraud & Underwriting and Customer Service. You will influence business change and customer strategy through delivery of insight and will engage with the business to drive continuous improvement and improved customer experience.
This role will be based in Widnes with the requirement to work from Bolton on a weekly basis.
You will be joining Financial Services where our aim is to make life better every day for Argos customers. We help customers afford and protect what matters most, offering products and services including Credit, Warranties & Insurance
The Financial Services department is the profit creator and that’s why it’s the most exciting place to be: right at the heart of the action.
Here, you can be part of something bigger and help to create a new approach that puts the customer at the heart of everything we do.
As Quality Assurance & Control Manager you will:
Implement and execute bespoke quality frameworks and drive the evolution of the Quality Framework to further develop a consistent and robust approach in line with industry standards and business strategy.
Maintain a streamlined and controlled check the checker and appeals process
Drives and influences a culture where the importance of Customer Experience and effective business process is advocated by colleagues.
Providing analysis of Quality Assurance results and identifying key drivers for poor customer experience that enable Executive Management, Senior Leaders and key business stakeholders to make informed decisions in risk management and business strategy.
Collaborates to develop stakeholder relationships at all levels across FS to influence and drive continuous improvement. In particular Operations, Complaints, Compliance & Risk, Business Excellence, Business Change and Training.
Responsible for the validation and development of Quality Assurance Insight which is timely, accurate, fit for purpose and meets regulatory obligations.
Building & developing a fully trained, high performing and motivated team through the leadership and development of team members, creating stretching objectives (including succession planning).
Demonstrating a strong technical knowledge and understanding of Quality Assurance and Control principles and methodologies.
As Quality Assurance & Control Manager you will have:
Experience of working in a regulated environment with a thorough understanding of the FCA guidelines.
Experience in operational leadership and leading through change within a Quality Assurance environment
Experience in applying the principles of TCF
Ability to analyse and consider large volumes of information
Strong communication skills – both verbal & written
A good working knowledge of Office 365 Applications
Continuous Improvement experience, including Corrective Action activity
A proven track record in leading a high performing team, delivering results and implementing change
There’s never been a more exciting time to join Argos. We are capitalising on our success and going through a great transformation. It’s a period of expansion and rejuvenation; we’re shaking things up and creating more opportunities than ever before. Financial Services is right at the heart of the action
As well as the opportunity to join a great team you will also receive a competitive salary, 24 days holiday, and a range of other great benefits. We will support you in developing your skills to build the career you want.
As this role involves working within a regulated environment any offer will be subject to satisfactory background checks including criminal record check, credit check and employment references.