At present my role includes the following responsibilities:- Forming an integral part of first-line QA defence, ensuring that the company treats customers fairly throughout the end-to-end journey in key risk areas such as complaints, financial difficulty and vulnerability. - Highlighting and recording unfair outcomes, providing root-cause analysis, and evidencing relevant remedial action and training to show improvement within the business. - Assessing agent and complaint handler performance against pre-defined scorecards, tailored to all areas of customer contact within the business. - Responsible for complaints oversight, assessing responses to complaints and the outcomes provided to the customer.Recently, my role has included an element of management within my team, and this includes the following responsibilities:- Continual updates and development to existing scorecards.- Feedback of weekly, monthly and YTD data to members of relevant departments, including senior leadership.- Planning, collecting, and allocating weekly work to members of the QA team. - Updating and amending vital work resources, including those on shared spaces such as SharePoint.- Additional communication with other departments including developers, contact centre team leaders and department heads.- Understanding and highlighting possible gaps in internal procedures or training so these can be rectified.

- Communicating with customers via call, E-Mail, and LiveChat regarding their lending accounts.- Assisting with general account inquiries, including operating payment functions and account actions. - Working with customers to develop payment plans (Scheduled Payment Arrangements).- Keeping customers informed of our relevant policies, terms and conditions as well as how they may be impacted by them.- Offering catered solutions to customers suffering from temporary or consistent financial difficulty, as well as vulnerabilities of all sorts.- Communicating with other departments to ensure the correct outcome for the customer. - Regular communication with the IT department to identify and report issues. - Participation in test periods to ensure new company functions (in-house technology) are working according to requirements. - Regular communication with the administrative department to determine if customers have entered debt management, insolvency or sequestration.