Quality Assurance Analyst
Why is our Quality Assurance role right for you?
Worldpay is evolving. Our technology driven payments processing solutions are innovative, safe, secure and reliable enabling us to process literally billions of transactions annually. At the heart of moving money on behalf of our customers we have a wide and varied operational infrastructure. Supporting over 300 different payment types in over 100 currencies we need to ensure quality and consistency of how we operate. That is where this newly formed team is key.
As a Quality Assurance & Compliance Analyst you will be working in a newly created role in Worldpay’s Business Support Centre (“BSC”) based in Manchester. The main focus of the role will be to implement the BSC Quality Assurance Framework, carrying out QA checks across Collections, Transaction Monitoring and Operational Finance. This framework will evolve as it is implemented and the Analyst will also be responsible for recommending, testing and implementing changes to the testing plan. You will be required to provide feedback on the results of QA testing to both management and team members.A number of the activities we undertake in the BSC are regulated, for instance the Collections function is regulated by the FCA under CONC. Your work will therefore provide assurance that processes are effective and are being followed.
What can I expect to be doing on a day to day basis?
You will implement the QA plan across the BSC working with Team Managers to highlight areas for improvement identified from QA checks. Provide feedback and coaching to individual team members or whole teams on current QA performance, trends and issues to support their development and improvement. Maintain action plans for any issues identified through the QA checks, regularly review this with management and escalate to the QA & Compliance Manager where items are not completed. Assist the QA & Compliance Manager in regularly reviewing the QA plan, incorporating both management and QA team checks. Maintain an accurate log of all training and competency records and sampling activities, to provide an audit trail of staff development and regulatory compliance. Reviewing any customer complaints relating to BSC in accordance with company policy, accurately reporting those that cannot be resolved, in order to initiate an investigation and reach a prompt resolution for both the company and the customer. Reporting to line managers any identified breaches in procedures from any areas of the business, so that corrective action can be implemented to remedy the breach. Escalating and reporting material gaps in processes or training to the QA & Compliance Manager.
What will make me right for the role?
You will be Organised, structured and disciplined; capable of adhering to defined standards and challenging timescales. Possessing excellent communication skills which are open, engaging and effective both orally and in writing you will also have a high standard of proficiency in Microsoft Office; Word, PowerPoint, Excel and Outlook. Strong administration skills and attention to detail, flexible in approach and an ability to manage stakeholders expectations are key requirements. You will be able to work in a fast moving, challenging environment, highly motivated and able to manage and work with multiple stakeholders and juggle priorities.
Manchester / England
August 14, 2017