Do you thrive in a quality focussed environment?

Are you experienced in conducting quality assurance and oversight within a financial services organisation?

Can you help shape and grow a department’s standards aiming to provide a ‘best in class’ service? If so, please read on…

As the business continues to grow, Startline are looking to appoint a motivated individual into the newly created position of an Oversight Analyst. Reporting to the Head of Customer Services, this role will involve carrying out the oversight for our Customer Services and Complaint Resolution Teams.

The successful candidate will have experience of conducting quality assurance and oversight within financial services and will take ownership of this process within the department. At Startline we continually look to improve by working smarter and not harder, so if you have a passion for continuous improvement to help us maintain performance to a high standard we would love to hear from you!

What will I be doing on a daily basis?

• Ensuring that departments are adhering to our internal processes, procedures and regulatory responsibilities
• Undertake Customer Services & Complaints monitoring by reviewing inbound & outbound calls, emails, and written communications
• Support the Team Leaders in training and development needs of the department to enhance skills and abilities of team members
• Utilise operational tools and MI to identity areas for oversight enhancement including transactional data to tailor monitoring activity
• Reporting on adherence to regulatory requirements and effectiveness of case management activities
• Be part of an engaging, dynamic and driven team to be the best that they can be

Are you the right candidate? We are looking for someone who has….

• The same values as us – cultural fit is just as important as technical capability at Startline
• Experience within Customer Services & Complaints
• Quality & assurance experience
• Relevant and current knowledge of DISP, TCF Principles and GDPR
• Excellent written and verbal communication skills

If you feel as though you are looking for a new challenge, want to be part of a growing company and have a desire to really make a difference in what you do, then please submit your CV and Cover letter for review.