Quality Assurance Specialist

Toyota Financial Services (UK) PLC; Portsmouth; Hybrid; GBP 25,000 - 45,000; Full time

Job description

KINTO ONE are looking for a Quality Assurance Specialist who will be responsible for ensuring the quality of customer interactions and compliance with regulations in KINTO's sales, service, and collections processes. Additionally, this role will co-ordinate with Toyota Financial Services to review and report Network performance and adherence to the Franchise and Retailer agreements for KINTO UK.

About the ‘Department': As the Leasing spearhead for Toyota & Lexus, the KINTO One team leads the strategy and direction for this channel within the KINTO UK business, working closely with Toyota GB, Toyota Financial Services and Toyota Insurance. The Compliance Department ensures that those providing and servicing the KINTO One leasing product are doing so in compliance with the law and regulation.

What you'll be doing:

• Assess the quality of customer interactions and ensure compliance with regulations and company policies by listening to recorded customer calls and reviewing customer emails.
• Evaluate calls and emails for adherence to regulatory scripts, data protection requirements (GDPR), vulnerable customer procedures, and internal quality standards.
• Accurately document evaluation findings, noting any compliance breaches or areas for improvement.
• Provide constructive feedback to agents and/or team leaders regarding areas where improvement is needed.
• Ensure the regulatory requirements are understood and implemented by the customer facing teams.
• Contribute to regular reports summarising compliance trends and highlighting any significant issues.
• Participate in calibration sessions to ensure consistent interpretation of compliance standards and share best practices.
• Support the investigation of complaints to prevent recurrence.
• Stay updated on compliance regulations, company policies, and product knowledge through continuous training.
• Collaborate with the TFS Field team to report on network oversight and monitoring performance and ensure correct feedback is given.

Requirements:

Key Experience & Skills:

• Experience in a customer service or contact centre environment.
• Previous Quality Assurance experience.
• Excellent listening, analytical, and communication skills.
• Strong attention to detail and ability to identify compliance breaches.
• Proficiency in using relevant software and systems for call recording and quality monitoring.

Attributes & Behaviours:

• A strong commitment to quality and customer satisfaction.
• Excellent interpersonal skills and ability to provide constructive feedback.
• Proactive and solution-oriented approach to problem-solving.
• Ability to work independently and as part of a team.

Benefits:

• Competitive starting salary.
• Bonus earning potential.
• 25 days holiday + 8 days bank holiday.
• Great pension scheme starting at employee (EE) contribution of 4% with an employer (ER) contribution of 11%. This can flex up to 6% EE contribution and 15% ER contribution.
• Company Car.
• Car Scheme following passing of probation.
• Private Medical Cover.
• Life assurance scheme.
• Discounts on different retailers.
• Wellbeing hour each month.
• Discounts on Toyota & Lexus cars.
• Volunteer Days.
• Wellbeing events.
• Employee assistance programmes.
• Free fruit in the office.
• Free onsite car parking.
• Working Hours 37.5 per week Monday - Friday.
• Hybrid working policy 2 days from home each week should you want to.

KINTO UK is an equal opportunities employer. We welcome applications from anyone who is excited by the opportunity of joining us and will thoroughly consider all applications without attention to ethnicity, religion, sexual orientation, gender, identity, family or parental status, national origin, veteran, neurodiversity status or disability status.

Our Recruitment Process: At KINTO we value everyone and are pleased to be recognised as a Disability Confident Employer, which is a national standard that ensures our processes are accessible to all. Everyone is unique, and that means what works for some may not work for everyone. When it comes to recruitment, please do let us know if we can adjust our process to meet your accessibility needs.

Some examples of how we might be able to help are listed below:

• Providing a copy of interview questions before the interview.
• Organising a time and location that best suits you.
• Allowing additional time for the assessment and interview.

We are happy to review any adjustment on a case-by-case basis, so please let us know how we can support you to be your best self.

On the job training will be provided, we recognise we all learn differently, and we want to ensure that our training will suit your learning style. We are open to talking to you about how we can make learning your new role in the most positive way.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Quality Assurance

Industries

• IT Services and IT Consulting