Farida Qureshi

Key Skills and Responsibilities

• Complaint Quality Reviews:

Conduct thorough quality assurance checks on pension and investment complaint cases to ensure compliance with Financial Conduct Authority (FCA) regulations and company standards.

Verify that complaint handling aligns with Treating Customers Fairly (TCF) principles and delivers appropriate resolutions.

Currently working a workstream regarding Lack of Annual reviews and refunding Ongoing Annual Charges where reviews have not taken place.

• Regulatory Compliance:

Ensure adherence to FCA guidelines, including DISP (Dispute Resolution: Complaints) rules and other applicable regulatory frameworks.

Monitor and report on trends in compliance gaps and operational risks.

• Root Cause Analysis:

Analyse trends and root causes of complaints, identifying common issues or systemic failures.

Collaborate with relevant departments to recommend and implement process improvements.

• Reporting and Feedback:

Prepare detailed reports and dashboards for senior management, highlighting key performance indicators (KPIs) and areas for improvement.

Provide constructive feedback to complaint handlers to enhance quality and consistency in case management.

• Continuous Improvement:

Develop and refine QA frameworks and methodologies for monitoring and improving complaint handling.

Contribute to training programs for case handlers, sharing insights on regulatory expectations and quality standards.

Key Skills and Responsibilities

• Developed property management portfolio covering Rent2Rent, Serviced Accommodation, and Airbnb operations
• Successfully secured 11 properties during first month of operations
• Achieved consistent 5-star reviews on Booking.com and Airbnb
• Managed tenant vetting and performed due diligence checks
• Formulated strategies to enhance profitability and growth
• Conducted market research to identify potential business opportunities.
• Handled crisis situations effectively, minimising impact on business operations.

• Completed holistic File Reviews of high-risk cases related to mortgage customer migration from Northern Rock to Whistletree ensuring the customer journey was in line with TSB Banks policies and procedures.
• Achieved the highest quality results across three operational teams.
• Facilitated training sessions for new colleagues, promoting a culture of continuous learning.

• Short Term Motor Finance Contracts
• February 2023 – May 2023 - Remediation project for Mercedes Benz Financial Services conducting end-to-end quality assurance reviews for customer journeys during the COVID-19 period ensuring compliance with collection processes.
• July 2021 – November 2021 - Designed and implemented a quality assurance framework for Care by Volvo: A startup business. Ensuring customer contact was compliant with FCA regulations and also delivered insights to stakeholders to enhance operational outcomes.
• November 2020 – May 2021 - Reviewed customer complaints for quality and compliance at Right Choice Insurance Brokers. Provided coaching to agents and identified workflow improvements. Contributed to the company's TUPE transfer process.

• Supervised and was Subject Matter Expert (SME) for a team of 19 people on a Section 166 Skilled Persons Review for HSBC Bank.
• Reviewing customer files/journeys to ensure adherence to regulatory standards in Collections and Recoveries for customers whose account were written off.
• Provided coaching and process improvement recommendations to Stakeholders.

• TSB Bank / The Curve Group

Outcome Tester (June 2018 – April 2019)

• Clydesdale Bank / Grovelands

Quality Assurance Analyst (February 2018 – June 2018)

• Lloyds Bank / Hazell Carr

Quality Assurance Analyst (June 2017 – February 2018)

• Prudential / Hazell Carr

Quality Assurance Team Leader (February 2017 – April 2017)

• Santander / Grovelands

Compliance Analyst (September 2016 – January 2017)

• Secure Trust Bank / Hazell Carr

Senior Customer Resolutions Advisor (May 2016 – September 2016)

• Deloitte

Quality Assurance Analyst/Manager (February 2015 – April 2016)

• Thames Water / Hazell Carr

Case Handler (February 2014 – January 2015)

• Lloyds Banking Group / Momenta

Case Handler (February 2013 – February 2014)

Held permanent role at in-house debt recovery agency for HFC Bank.