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Quality Monitoring Officer Job Details
Job title: Quality Monitoring Officer
Category: Commercial
Term: Permanent
Location: Suffolk
Ref: 894882
Job description:

Title: Quality Monitoring Officer

Reports To: Quality Manager


To deliver an independent, objective and consistent measurement of quality to demonstrate our clients delivers best in class commercial and residential Servicing work.
To foster a culture of continuous improvement within the Servicing functions.

General Tasks and Accountabilities

* Carry out work item quality monitoring checks monthly on servicing functions and maintain records.
* Carry out monthly call monitoring on servicing functions and maintain records.
* Carry out quality checking on Compliance functions and maintain records.
* Provide independent review of appeals to QC results and maintain records.
* Monitor the completion of Exception Reports by the Servicing functions and compile the QC Return Summary for review by the management team.
* Communication of monitoring and QC results to Team Leaders and Managers on a regular basis, suggesting areas where further coaching required.
* Report all results to the Quality Manager on a monthly basis.
* Mentor, counsel, coach and generally support all staff on quality issues.
* Participate in Quality Management Meetings.
* Monitor effectiveness and fitness for purpose of documented quality controls within the Servicing functions, making recommendations for improved preventative and detective controls where appropriate.
* Be actively involved in projects as required.
* Undertake ad-hoc tasks as required.
* To be able to organise workload to meet regulatory and operational requirements.
* Ability to organise workload of self in conjunction with the team to meet timescales and deadlines in order to avoid potential problems.
* A willingness to take on added responsibility and challenge current work procedures and processes with a view to continual improvement.

Essential Knowledge, Skills and Characteristics

* Ability to objectively evaluate and criticise performance; thinks logically and objectively.
* Ability to make well considered decisions.
* Ability to solve problems and implement appropriate remedial measures.
* Ability to work as an effective team member - be co-operative, mentor, counsel and support others.
* Efficient Time Manager with the ability to reach deadlines
* Ability to communicate at all levels
* Good quality of written and verbal communication
* Ability and willingness to take ownership and see a task through to completion.
* Knowledge and understanding of mortgage loan documentation
* Knowledge of the applicable regulations/codes governing the financial services industry.
* Full CeMAP Qualification or studying CeMAP Qualification (two modules attained).

Working on a shift pattern between the hours of 08:00am - 20:00pm.
Salary: 22000 per annum
Start date: 24/07/2016
Contact email address:
Contact telephone number: 01473 216611
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