Quality Assessor (QA)

Job description

Job: Quality Assessor (QA)

Location: Dublin 4

Job Requirements

  • Minimum of 3 years in a Quality/Compliance role in a mortgage environment is essential;
  • Two year’s experience of coaching or managing performance is an advantage;
  • Experience of working in an Arrears Support Unit or retail banking/mortgage Customer Services unit is an advantage;
  • Excellent, in-depth and up-to-date knowledge of the CCMA, CPC, MCC and how to apply these through interaction with our customers;
  • Knowledge of GDPR requirements;
  • Knowledge of Anti Money Laundering Act;
  • Excellent written and verbal English language skills;
  • Excellent reporting/analytics and PC skills (use of the database, Excel, Word, Power Point, Outlook);
  • APA (Loans) or similar qualification is desirable.

Job Responsibilities 

  • Assist the Line Manager in managing individual performance with regards to compliance and regulatory requirements;
  • Coach and develop team members in the area of compliance and regulation. Work with each Team member to assist them to improve and change their compliance performance;
  • Act as an expertise and knowledge focal point for Team members in the area of internal procedures and Central Bank compliance;
  • Maintain up-to-date knowledge of all relevant compliance requirements;
  • Monitor and assess the effectiveness of telephone calls and ensure that they comply with Regulations and the Mortgage’s communications policy;
  • Assess the quality of completed Standard Financial Statements to verify the accuracy of the information recorded and the quality of assessments undertaken. Monitor for compliance with the Mortgage Arrears Resolution Process and with Mortgage’s suite of available options;
  • Carry out case reviews to ensure overall case management is appropriate and in line with Mortgages procedures and the Code of Conduct on Mortgage Arrears;
  • Review the quality of outbound written correspondence and ensure it is written in plain English;
    • Easily understood and that all issues/queries are dealt with where the letter is in response to inbound correspondence;
    • Review the quality of outbound correspondence relating to complaints and MARP appeals;
    • Undertake audits to assess compliance with Regulations and internal procedures;
    • Produce reports in relation to the quality of compliance/regulatory performance, highlighting issues to management;
    • Review and provide commentary in relation to exception reports where Quality KPIs are not met;
    • Continuously liaise with the Line Manager to provide input for improvements in quality procedures and systems;
    • Assist with training in relation to ’s procedures and process maps.

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