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Job Descrption

Zilch is a payment tech company on a mission to create the most empowering way to pay for anything, anywhere. Combining the best of debit, credit and savings, we give our customers the option to earn instant cashback or spread the cost of pricier purchases, completely interest free and with no late fees. There are some exciting projects coming up and we’ve got big growth plans. We are seeking a highly motivated and experienced QA Specialist to join our team. As a QA Specialist, you will play a pivotal role in ensuring the quality and compliance of our consumer lending operations in accordance with FCA regulations. Your attention to detail, strong communication skills, and knowledge of FCA requirements will be essential in maintaining regulatory compliance and delivering exceptional customer experiences. Conduct rigorous quality assurance assessments on agents' calls and written communications to identify knowledge gaps, trends, and compliance issues, ensuring adherence to FCA... regulations.
Provide timely and constructive feedback to stakeholders towards improved performance and maintaining the highest quality standards.
Conduct root cause analysis to identify areas of improvement and develop action plans to address quality and knowledge gaps, aligning with FCA compliance regulation.
Acquire comprehensive knowledge of content integrity to effectively perform quality assurance on new and advanced agent performances, ensuring compliance with FCA requirements.
Collaborate closely with the team to optimise and continuously improve the quality assurance and knowledge management processes, keeping them aligned with FCA regulatory expectations.
Actively contribute to other quality and knowledge-related projects aimed at enhancing operational efficiency, regulatory compliance, and customer satisfaction.
Proven experience working in quality assurance, specifically assessing contact agents in a lending environment within a contact centre, demonstrating a solid understanding of FCA compliance requirements.
Familiarity with tools and systems commonly used for quality assurance in a lending environment, ensuring accurate monitoring and documentation of compliance-related activities.
Meticulous attention to detail, ensuring accurate identification and mitigation of compliance risks and knowledge.
Compensation & Savings
• Pension scheme - 5% employee contribution and 3% employer contribution
• Income Protection - up to 75% of annual basic salary to cover long term injury or illness

~ Private Medical Insurance including:
• GP consultations (video, telephone or face-to-face)
• Mental health support

~ Employee Assistance Programme including:
• Savings & discounts on everyday shopping
• Family Friendly Policies
• Enhanced maternity pay
• Enhanced paternity pay
• 200 Zilch rewards bonus for WFH set up

Learning Suite for e-courses
Internal Training Programmes
FCA & Regulatory training
Hybrid Working 3 days in office
Work related social events
Free fruit, snacks, and refreshments in the office
Zilch Technology is an equal opportunities employer and we encourage all applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, religion or belief

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