About us
We are The Very Group and we’re here to help families get more out of life. We know that our customers work hard for their families and have a lot to balance in their busy lives. That’s why we combine amazing brands and products with flexible payment options on Very.ie to help them say yes to the things they love. We’re just as passionate about helping our people get more out of life too; building careers with real growth, a sense of purpose, belonging and well-being.
About the role
The customer is at the heart of everything we do, and the Customer Care team help to ensure that our customers get the best experience possible. This role requires committed and pro-active Quality Assurance Advisors to independently review, challenge and provide feedback on process, training, and communications to relevant parties including management.
This role will also support with change implementation based on feedback
Key Responsibilities
* Have an understanding of all regulatory requirements, including but not limited to Central Bank of Ireland Codes, Moneylending Regulations, CCR and GDPR Regulations and Treating Customers Fairly and their impact on processes which may drive complaints.
* Work with the organisation’s Risk Partner to develop and maintain appropriate Risk Assurance metrics.
* Manage highly sensitive and confidential information relating to SDI and partner organisations.
* Complete detailed Quality Assurance (QA) across several areas of the business, including, Applications, Fraud, AML, complaints, ID and V, FS and customer call centres, social media teams, and third-party organisations who support our customers.
* Providing direct feedback to Team Managers’ on completed QA and escalating to Customer Care Manager where necessary.
* Provide accurate, valid, and complete information by using the right tools/methods.
* Working with our training and knowledge teams to update relevant content that impacts LWI agents and customers.
* Monitoring and updating our CRM platform with relevant business updates. ·
* Supporting the change team with any new AIM’s received.
* Interaction with other areas of the business to resolve queries.
* Meet personal/team targets relating to complaints performance.
* Complete change requests when necessary.
* Part of Change/project management process to support business improvements
* First line communications sign off.
Essential Skills and Experience
* Self-motivated and proactive in managing own time and resources in a demanding anddynamic environment.
* Prior experience of Quality Assurance within a financial services environment would be beneficial.
* Great attention to detail and excellent verbal and written skills.
* Strong organisational skills.
* A good working knowledge of applicable industry standards and regulations e.g.
* Moneylending Regulations, GDPR, CBI Codes, FSPO processes and CCPC guidelines
* Commercial awareness and understanding of SDI processes
Our benefits.
* Inclusive culture and environment, check out our Glassdoor reviews
* 27 days holiday + bank holidays
* Pension & healthcare
* Udemy learning access
* Bonus potential (performance and business-related)
* Up to 25% discount on Very.ie
* More benefits can be found on our career site
How to apply
Our talent acquisition team will be in touch if you’re successful so keep an eye on your emails! We’ll arrange a short call to learn more about you, as well as answer any questions you have.
You can expect a two-stage interview process for this position:
1st stage - A 30- minute MS Teams call with the hiring team to discuss your skills and relevant experience and competency-based questions.
2nd Stage – A one-hour formal interview where you can expect both competency and technical questions.
As an inclusive employer please do let us know if you require any reasonable adjustments.
If you'd like to know more about our interviews, you can find out here.
Equal opportunities
We're an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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