Ensuring Compliance Through Meticulous Quality Assurance

Summary

When a retail bank launched a major customer file remediation, they required a specialised quality assurance team to ensure rigorous compliance. Adams + Oliver swiftly assembled a vetted group of seasoned professionals from our talent network.

The team not only consistently exceeded quality benchmarks but innovated new processes, reducing appeals on failed cases by 90%. Their exceptional performance led to multiple contract extensions and permanent placement offers for most team members. Read more for the details of this seamless quality solution.

The Challenge  

Maintaining rigorous customer due diligence standards is paramount in the banking sector. In June 2021, one of our retail banking clients initiated a comprehensive refresh and remediation exercise to quality check non-complex UK customer files. To ensure a thorough and efficient process, they required a dedicated team of highly skilled quality assurance professionals.

Our Response

At Adams + Oliver, we understand the critical importance of compliance. Our resourcing team swiftly sourced and carefully vetted suitable associates, providing 40 professionally formatted CVs within a 48-hour timeframe. The proposed team offered an average of four years' quality checking experience, with six associates boasting over five years in the field.

The team leader brought a wealth of expertise with 16 years in Financial Services, including 14 years solely dedicated to customer due diligence across onboarding, remediation, and case investigations. Having previously led substantial quality checking teams, the team leader personally recommended seven of the associates, with whom they had worked closely for at least four years.

Through our robust vetting process, we assembled a cohesive and reliable team that efficiently met all client pre-employment screening requirements within the agreed two-week turnaround period.

The Outcome

After completing their route to competency within the required six-week timeframe, the team seamlessly transitioned to on-site work. Their exceptional performance consistently met and exceeded quality parameters, with an average 98% pass rate on cases checked by the bank from February to April 2022.

Moreover, the team's expertise extended beyond quality checking. They played a pivotal role in establishing a new process to validate 'fail' cases before returning them to off-site analysts. This innovative solution reduced appeals by an impressive 90%, significantly enhancing efficiency and minimising delays.

The client was so impressed with the team's performance that they extended the contract three times, ultimately making permanent employment offers to all but two associates under our Interim-Perm Talent Proposition.

At Adams + Oliver, we take pride in our ability to provide tailored solutions that drive success for our clients. Our commitment to excellence, coupled with our extensive network of top talent, ensures we can assemble the right teams to tackle even the most complex compliance challenges.