Quality Assurance Specialist

LI-Hybrid

Quality Assurance Specialist - 12 month fixed term contract

Grade 4 - Implementation of project activity or provision of specialist advice within a given policy framework as either technical/operational specialist or team leader.

Salary - Competitive, plus up to 10% bonus.

Hybrid Working. Burgh Heath Epsom, Surrey - 37.5 hours per week.

A bit about the Department

Measuring the quality and standard of work undertaken by customer facing functions to ensure consistent positive performance, adherence to company policies and procedures, the delivery of good customer experience and outcomes and day to day adherence to regulatory requirements.

• Assessing the performance of a team of agents with an operation business area
• Carrying out monitoring activities as set out in the Company Quality Assurance framework
• Collating results from monitoring activities providing data to enable effective information flow, challenge and root cause analysis
• Analysing and reporting trends with Quality Assurance Manager
• Playing a part in the identification of learning and development needs across business areas
• Working with teams to improve quality and prompting their ability to deliver good customer outcome
• Driving change and continuous improvement using the Toyota Ways of Working (TWOW) framework
• Staying ahead to ensure a good knowledge of policies and procedures within the relevant business areas.

• Understanding operational processes across the customer journey
• Providing assurance and support to drive efficient proficiency of agents in business areas
• Building relationships across key operational and business assurance areas
• Data analysis to gain a good understanding of where improvement and development is required

What you’ll get to own

You'll be responsible for delivering the outputs set out in the QA framework. In summary:

• Carrying out regular checks within specific business areas to test the performance of the relevant team
• Providing feedback on findings
• Making recommendations for remediation to ensure the delivery of good customer outcomes
• Collating data to ensure a prompt, reactive and accurate flow of information
• Supporting the identification of development and policy/procedure gaps

• Knowledge in the Financial Services/ Consumer Credit sector working in regulated environments
• Solid experience in a Quality Assurance/Control function
• Customer Service experience
• Great communication skills
• Data analysis and MI production
• Understanding of SLA's and KPI's
• Proficiency in Microsoft Office applications

• A full Toyota Financial Services Induction
• Provide a great learning opportunity to develop the core skills required to excel in the role
• Give you the space and opportunity to be your whole self at work
• Foster a learning culture, providing you with clear and constructive feedback, and encouraging you to do the same.

• Attention to detail
• Multi-tasking
• Ability to work to tight deadlines
• Positive attitude
• Adaptable to change
• Team player
• Good listening skills
• Empathetic
• On the job training will be provided, we recognise we all learn differently, and we want to ensure that our training will suit your learning style. We are open to talking to you about how we can make learning your new role in the most positive way.

At Toyota Financial Services (TFS) it is more than just an externally bench-marked salary and bonus, we also offer:

• Hybrid work pattern is 2 days in the office and 3 days from a location of your choice.
• Access to attractive car schemes for you (& your family) for Toyota & Lexus cars
• Excellent pension scheme (up to 6% employee contribution and 15% employer contribution).
• Generous annual leave of 25 days which increases with service and holiday purchase option
• Private Medical Healthcare (single, partner/spouse and dependent children) with Digital GP Service
• Group Income Protection cover with Aviva including physical, mental, and financial wellbeing services
• Employee Assistance Program, & Eye tests
• Onsite gym, Sports and Social Club, & flu jabs to keep you healthy
• Cycle to Work Scheme
• Wellbeing hour each month and many more initiatives throughout the year to encourage a healthy mind and body, and to raise awareness and celebrate diversity, equity and inclusion
• Dress for your day policy to make you feel comfortable at work
• Eco HQ, free parking & restaurant
• Two volunteering days per year
• Reward gateway voucher discounts
• Flexible working scheme and we welcome flexible working conversations at interview
• Regular 121s with your manager, a personal development review (PReview) each quarter
• A wide range of learning & development opportunities including Linked In Learning courses
• £250 contribution towards you learning something new outside of work
• Annual events (e.g., summer party, BBQ & Xmas party) including Countdown to Christmas events every December – it is so much fun!

Our Recruitment process

At Toyota Financial Services (TFS) we value everyone and are pleased to be recognised as a Disability Confident Employer, which is a national standard that ensures our processes are accessible to all.

We may use workable one-way video interviewing as part of our recruitment process. We’ll provide you with some more information around this as you progress through the stages.

For this role we follow a 1st and 2nd round interview process with a member of HR and the hiring Manager/s. The interview will be via Teams and/or Face to Face, so that we ensure you have the best experience.

Everyone is unique, and that means what works for some may not work for everyone. When it comes to recruitment, please do let us know if we can adjust our process to be meet your accessibility needs.

Some examples of how we might be able to help are listed below:

• Providing a copy of interview questions before the interview
• Organising a time and location that best suits you
• Allowing additional time for the assessment and interview

We are happy to review any adjustment on a case-by-case basis, so please let us know how we can support you to be your best self.