QAU Auditor

5 days left

20000.00 - 35000.00 GBP Annual + dependent on experience
28 Jul 2017
25 Aug 2017
Contract Type
QAU AuditorSheffield

Job ID: R-53604
Full time

The background

An exciting opportunity has arisen for a permanent QA Auditor inside the Quality Assurance team based in Sheffield, working within 2nd line Risk.

The role offers a fantastic opportunity to join a well established team, providing assurance to senior management and other key stakeholders that key controlled functions are being conducted to the required company and regulatory standards, focussing on customer outcome.

The Team

The team are multi faceted and currently provide oversight assurance across various aspects of Aviva's Retirement Income proposition both on an advised and non-advised basis as well as ad-hoc project work and outbound customer insights calls.

The Person

Although we are predominantly looking for people to work on the non-advised processes, flexibility to switch between work streams is crucial as the team covers many aspects of advised and non-advised channels across written and telephony interactions

You are someone who has relevant experience of call listening, Pension Reform developments, a background in Aviva's retirement income proposition or relevant auditing experience. You will have the flexibility and adaptability to complete different roles, such as out bound customer insights calls, telephony based monitoring and paper audits covering different demands across Aviva.

Although Sheffield based, you may also be required to travel to other locations throughout the country on an occasional basis.

Duties & Responsibilities

- Monitor the quality of customer voice interaction that is provided by the non-advised channels by auditing in line with agreed risk based monitoring audit programme, regulatory requirements and in-house guidance.
- Monitor the quality of customer interaction that is provided by the advised channels by auditing in line with agreed risk based monitoring audit programme, regulatory requirements and in-house guidance.
- Plan and undertake proactive customer contact within a broader Customer Insights programme. To also include listening to customer contact calls and completing outbound customer contact to provide meaningful insight into customer interaction quality, adherence to process, customer understanding of transactions completed and / or products recommended and agent competence
- Contribute to the development of agents in order to support the achievement of business and regulatory targets including the embedding of TCF and other industry initiatives
- Provide effective feedback, and guidance to the advised and non-advised channels on a range of regulatory and business standards issues.
- Identify and implement improvements of processes and practices that reduce risk and improve customer outcomes.
- Investigate and report on specified issues & recommend effective solutions.

Skills & Experience required

- Knowledge and at least two years recent experience of the financial services industry.
- Chartered Insurance Institute (CII) QCFL4 Diploma in Regulated Financial Planning desirable, or progress towards attaining the qualification (in particular RO4/RO8 or equivalent) or able to complete within a short timescale.
- To be fully conversant with Principles relating to TCF and fair value and to implement and embed the guidelines with self and auditing outcomes.
- Detailed knowledge of the regulatory environment in a range of areas preferable.
- Ability to show a flexible approach to different work streams.

What will I get from this role

- Salary of GBP20,000 to GBP35,000 dependent on experience
- Annual performance related pay review and bonus
- Defined contribution pension scheme
- Generous holiday allowance
- Excellent flexi-benefits package

Additional Information

Bring to Aviva what makes you different and we'll support you to do the best work of your life. We encourage applications from everyone who wants to help us achieve our purpose of helping our customers to Defy Uncertainty.

One of Aviva's core values is Care More, and this is brought to life through the flexible ways we like to work. This may include working from home some of the time, or flexible work schedules to accommodate parent and carer responsibilities, further studies and hobbies.

We prefer all applications to be submitted online,To apply please click on the "Apply Now" button.

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