Process Improvement Specialist

3 days ago

Dublin, Dublin City, Ireland beBeeCompliance Full time €65,000 - €84,000
About the Role

The customer is at the heart of everything we do. As Quality Assurance Advisors, you'll independently review, challenge, and provide feedback on processes, training, and communications to relevant parties, including management.

Key Responsibilities
  1. Regulatory Compliance: Understand and implement regulatory requirements, such as Central Bank of Ireland Codes, Moneylending Regulations, CCR, GDPR, Treating Customers Fairly, and their impact on business processes that may drive complaints.
  2. Work closely with our Risk Partner to develop and maintain Risk Assurance metrics.
  3. Manage highly sensitive and confidential information related to Service Delivery Initiatives and partner organizations.
  4. Conduct detailed Quality Assurance across various areas of the business, including Applications, Fraud, AML, complaints, Identity Verification, Financial Services, customer call centers, social media teams, and third-party organizations supporting customers.
  5. Provide direct feedback to Team Managers on completed QA and escalate to Customer Care Manager when necessary.
  6. Utilize the right tools and methods to provide accurate, valid, and complete information.
  7. Collaborate with training and knowledge teams to update relevant content affecting business operations and customer interactions.
  8. Monitor and update our CRM platform with business updates.
  9. Support the change team with new process implementations.
  10. Interact with other business areas to resolve queries.
  11. Meet personal/team targets related to complaints performance.
  12. Complete change requests as needed.
  13. Participate in Change/project management to support business improvements.
  14. Ensure first-line communication sign-off.

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