Description
Quality Assurance director urgently required for leading banking client in Northampton. You must have extensive Contact Centre risk understanding from within a banking or highly regulated financial client.
Role responsibilities include:
*Quality Assurance at a senior level and ensuring the business is complying with the FCA regulations
*Control activity,model changes and framework
*Responsible of QA Training and ensuring contact centre teams are aware of boundaries
*Managing agents who deal with fraud and collections
*Ensuring calls are listened to and any changes required are in place
*Strong Risk understanding from a contact centre point of view
*Internal resources and stakeholder management
*Define boundaries
*Define outcomes with large number of stakeholders
*Define technology roadmap
*Process improvement
*Manage centre of excellence in India and USA teams
Essential experience
Senior level operational risk and Quality Assurance management
Senior stakeholder management
Understanding of FCA guideline
Experience of similar role in financial and banking environment