Course description
This virtual classroom session will help you develop and build on your firm’s Quality Approach. Attending this session will empower those involved in the QA process to have greater influence by increasing competence (you will be given clear, best practice tools and techniques to conduct your work), confidence (building product knowledge and developing effective challenge and conflict resolution techniques), and commitment (to continuous improvement for you, your colleagues and your firm).
This live and interactive session is presented by Michael Billington, Director at Go Comply Ltd, who spent 10 years in senior compliance and risk positions across a range of regulated firms. It will include discussions and practical exercises, and your participation and interaction is encouraged.
Upcoming start dates
Outcome / Qualification etc.
Training Course Content
Introduction
This virtual classroom session will help you develop and build on your firm’s Quality Approach.
Attending this session will empower those involved in the QA processs to have greater influence by increasing:
- Competence - You will be given clear, best practice tools and techniques to conduct your work
- Confidence - This session aims to build your confidence through building product knowledge and developing effective challenge and conflict resolution techniques
- Commitment - to continuous improvement for you, your colleagues and your firm
Delegates will be expected to have a basic understanding of the UK Financial Services regulatory framework and experience working in an FCA regulated environment with experience of reviewing calls, files and interactions.
This session will include discussions, practical exercises and your participation and interaction is encouraged.
What You Will Learn
This live and interactive session will cover the following:
- The purpose of the QA function in a regulated firm
- Increased awareness of best practice tools and techniques for assessing and reporting on the quality of calls/files/activity
- Understanding positive v negative customer outcomes
- Increased awareness of their influence within your firms
- Developed effective challenge, conflict resolution/management techniques
- Learn how to build and develop your regulatory and industry awareness
- Principles of QA
- Tools of the trade
- Describing your role
- Rules, guidance & outcomes
- Quality conundrums
- Calibration exercise
Expenses
MBL Seminars Limited
MBL is a leading learning and development provider for professional service firms. Over the past 18 years, more than 198,000 people across 23,000 different organisations spanning 81 countries, have chosen us to deliver their training. With over 800 expert speakers...