Third Party Quality Assurance Auditor

Equifax Inc.; Nottingham; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading financial services company in Nottingham seeks a Third Party Quality Assurance Auditor. This role involves auditing debt recovery suppliers, ensuring compliance with regulations, and protecting consumer interests. The ideal candidate will have solid experience in a consumer environment, a good grasp of Treating Customers Fairly, and proficiency in Microsoft/G-suite applications. Competitive salary and benefits offered.

Benefits

Benefits package

Qualifications

• Solid experience in a consumer environment.
• Good understanding of Treating Customers Fairly.
• Ability to review call quality and convey findings.

Responsibilities

• Conduct audits of debt recovery suppliers.
• Perform call monitoring and compliance checks.
• Investigate consumer complaints and report findings.
• Develop conduct monitoring and audit activities.

Skills

Understanding of Treating Customers Fairly

Call quality review

Stakeholder management

Data gathering

Proficient with Microsoft/G-suite applications

Job description

We are looking for a Third Party Quality Assurance Auditor to join our Nottingham TDX Group. In this role you will work within the Third Party Conduct & Oversight team and will conduct 1st line call monitoring and assurance of our debt collection partners for our customers. You will also maintain appropriate monitoring activities across the Debt Collection Agencies (DCAs) to help ensure consumers get fair outcomes by monitoring and enforcing contractual obligations and/or regulatory requirements.

About TDX Group - An Equifax Company

We've been a pioneer in the debt recovery industry for over a decade, helping businesses drive fair and appropriate consumer treatment by using data and intelligence. We meet the exacting standards of our clients who are some of the biggest banking, retail and utility names as well as the UK government. The key to TDX's success has been the scope to build and deliver industry-leading performance portfolios, combining precise execution with high quality analytical insight and continuous creativity to our partners.

What you’ll do

• You’ll be part of the Third Party Conduct & Oversight team, making sure our debt recovery suppliers (aka DCAs) are playing fair.
• That means you’ll be auditing them, doing call monitoring, and generally keeping an eye on their practices.
• Your main goal? Make sure consumers are treated right and that the DCAs follow all the rules and regulations.
• You’ll also be:
  • Developing and delivering conduct monitoring and audit activities.
  • Keeping internal and external stakeholders happy by ensuring compliance.
  • Investigating consumer complaints to figure out what went wrong.
  • Owning the reporting and action plans.
  • Tracking agency performance to help them improve.
  • Designing and tracking key conduct risks for each agency.
  • Being flexible – sometimes you might need to work outside normal hours.

What Experience You Need

• Solid experience in a consumer environment, with a good understanding of "Treating Customers Fairly".
• You’ve got to be good at reviewing call quality and explaining your findings.
• Experience gathering data from different sources is a plus.
• You should know how to manage stakeholder expectations.
• Being comfortable with Microsoft/G‑suite applications is a must.

Salary: £27,880 + benefits

Referrals increase your chances of interviewing at Equifax by 2x

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Customer Service