This role supports TT Wholesale Services and our Direct Business to Business areas to deliver a brilliant customer experience, governed via a robust quality framework, ensuring strict adherence to all compliance standards. The role drives risk mitigation activity, co-ordinates and responds to regulatory information requests as well as communicating key standards and messages to our colleagues.
The Quality & Governance team supports quality monitoring, adherence to ISO9001 standards and regulatory compliance across TalkTalk Wholesale Services and TalkTalk Business Direct to reduce our business risks.
We support the business by providing practical guidance and support, maintaining our quality framework and hands on help with correction activities.
We are a small but supportive team, with a great range of experience and drive to make continual improvements.
What you need to succeed in this role
Strong Communication Skills
Able to communicate to a wide range of internal and external stakeholders in a clear and succinct way across a broad range of topics, formats and applications. Ensures business messages and updates are clear and accurate within Trading Board packs, Compliance Committee submissions, TTB Ops reporting and Quality performance summaries, by engaging with key contributors and querying content where necessary. You can also draft and maintain standards and guidelines so that our colleagues are clear on how business policies relate to their roles.
The role holder also supports broader engagement across the extended TTWS Ops Leadership team by co-ordinating content and planning our local People Leader Huddles.
Proficient with excel and other analytical tools and techniques to interrogate data efficiently. Able to complete root cause analysis on causes of process or quality
performance issues, communicate clearly and succinctly findings and identify actions to remediate.
Works collaboratively with own peer group, Senior leaders and other Group 2nd line risk teams. Able to interact with external partners at a senior level to manage EDB Performance in addition to timely escalations in relation to risk management. Able to interact proficiently with internal senior managers, including the Chief Operating Officer, Head of Regulatory Compliance and Head of Quality & Compliance and Direct B2B & TTWS Ops leadership teams. Understands the importance of regular interactions with stakeholders, the need to tailor updates according to the audience and the need to be consistent in both frequency and message.
Takes ownership of performance and delivery and is able to track, monitor and improve metrics to deliver the quality and compliance roadmap, to reduce TTWS & TTBD exposure of regulatory non-compliance and minimise the Emergency Database exceptions. Agrees stretching objectives with Partners and stake holders and proactively manages performance. Drives DirectB2B and Wholesale Services adherence to ISO 9001, Ofcom General Conditions, Privacy regulations as well as Risk Management and Business Continuity policies. Achieved by helping business areas to understand requirements, identifying gaps and delivering remediation activities.
Quality & Risk Expert
Is a Quality & Risk expert who understands quality and risk theories and principles to deploy critical frameworks, scorecards and controls for monitoring TTWS and TTBD business processes and colleague activity. These strategies will enable Quality & Governance team to maximise great quality performance and mitigate the risk of non compliance and poor service. Through this understanding, non compliance is expected to be minimised through the identification of remedial actions and the effective enforcement of our policies and standards. Works closely with the 2nd line risk teams to investigate complaints raised to Ofcom, Trading Standards or the ICO.
As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.
We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.