Quality and Compliance Analyst

Evaluate customer interactions and analyze findings. Work collaboratively across the team and wider business, providing actionable insight by considering accuracy, customer service performance and adherence to regulatory standards against UW vision, policies and procedures. Conduct 1LoD & 2LoD interaction monitoring supporting a range of workstreams, ensuring a consistent approach in meeting regulatory requirements and business standards for excellent customer outcomes. Provide internal operational support to drive an excellent standard where required. Maintain working knowledge of regulatory obligations, business processes, and department layouts to ensure appropriate and required monitoring is fulfilled. Provide accurate, clear and concise feedback to individuals, teams and departments as necessary; noting trends and solutions. Share trends and insights from monitoring. Be prepared to handle incoming calls, and flexible to adapt to operational hours ensuring support is available as a priority at all times. Maintain a detailed understanding of the debt process leading up to the installation of a Prepayment Meter and the Code of conduct that regulates this process. Assess planned involuntary installation / mode switches to a Prepayment meter and judge whether the actions taken and recorded meet code of conduct obligations. Be prepared to challenge any proposed install or mode switch where the job holder feels it is inappropriate given the customers circumstances. Post install or mode switch to Prepayment Meter retrospectively - Assess cases to evaluate whether the pre install process and experience on the day of install complies with the code of conduct, raising any concerning cases.