How we stay compliant and assure quality at Goodlord
23 November 2021
Kerry Barber, our Head of Compliance, joined Goodlord in 2021 to build up the compliance and quality assurance framework in our fast-growing business. Read on to learn what that means for Goodlordians and our customers.
My role at Goodlord is Head of Compliance, which means I'm responsible for the day-to-day activity of the Compliance team, including quality assurance. This involves providing advice, guidance, and support to all areas of the business, raising awareness of regulations, and enhancing governance controls. Ultimately, I have to ensure the compliance monitoring plan for the year is delivered, which in turn provides oversight and evidence of our compliance with regulatory requirements.
What is quality assurance?
Quality assurance is a process which evaluates sales and communications with customers to ensure that regulatory and business requirements have been met, which in turn allows for a great customer experience.
Goodlord is regulated by the Financial Conduct Authority for general insurance activities and therefore we need to be able to demonstrate that we have adequate systems and controls to monitor the business and enable identification of risk or poor customer outcomes so these can be mitigated. Ensuring we're adhering to regulatory requirements mitigates the risk of sanction by the FCA, which can include fines and public censure and ultimately lead to financial and reputational damage to the business.
For our customers, having quality assurance in place allows us to evaluate the customer experience and ensure they receive the high standards we expect. It allows us to identify any potential poor outcomes and take action to put these right.
What do we look for in our Quality Assurance team?
Our Quality Assurance team is currently hiring. As the business grows, the controls we have in place need to expand too which means we want to ensure best practice throughout the business. The team doesn't exist solely to check and identify errors. They're also here to support all Goodlordians to deliver the best customer experience and to share sufficient knowledge on regulatory and business standards, and why these requirements are needed.
Anyone with a passion for quality assurance, or compliance, with a great eye for detail and seeking an opportunity to learn and develop their own skills would be a great fit for our team.
Oh Goodlord Limited is an Appointed Representative of Goodlord Protect Limited for general insurance products and credit broking. Goodlord Protect Limited is directly authorised by the Financial Conduct Authority, registration number 836727. You can check this information on the Financial Services Register by visiting www.fca.org.uk/register or by telephoning 0800 111 6768 (Freephone) or 0300 500 8082 from the UK. The FCA is the independent watchdog that regulates financial services.