Quality Assessor

Role Overview

The Quality Assessor will oversee the quality and accuracy of accountancy operations across various communication channels and account production. This role involves collaborating with senior management to develop coaching measures, implementing a consistent quality framework, and driving continuous improvement efforts. The Assessor will also analyse performance data, devise training plans, and ensure compliance with best practices and standards.

Key Responsibilities:

1. Quality Assurance and Support:

• Coach and support the Accountancy Operations team to ensure quality and accuracy in phone calls, emails, and account production.

• Work closely with Head of Service Excellence and Accountancy Managers to develop and implement a quality assessment strategy.

2. Development and Implementation:

• Collaborate with senior management to create measures that support ongoing coaching and staff development.

• Implement a consistent quality framework across accountancy operations.

• Establish benchmark standards for staff performance and regularly review quality assessment criteria.

3. Training and Continuous Improvement:

• Partner with the Learning and Development team to devise comprehensive training and development plans.

• Lead continuous improvement activities and integrate feedback into Continuous Improvement and People Development initiatives.

4. Performance Analysis:

• Analyze monthly monitoring results to gain a holistic view of quality performance.

• Identify shortfalls in quality standards and present findings at management meetings

• Develop and agree on improvement opportunities and delivery plans based on analysis.

5. Process Management:

• Create, review, and amend internal processes to maintain compliance with standards and best practices.

• Drive ongoing improvement throughout accountancy operations.

6. Reporting:

• Analyze data and produce detailed reports highlighting areas requiring improvement.

• Use data-driven insights to support decision-making and strategic planning.

Skills and Experience Required:

• Attention to detail and a commitment to excellence.

• Strong leadership and team management abilities.

• Strategic thinking and problem-solving skills.

• Knowledge of industry standards and best practices in accountancy.

• Ability to adapt to changing priorities and drive continuous improvement