Quality Assurance & Compliance Officer - Fundraising Agency

About Us:

The FIN Agency is committed to making a difference by ensuring that every facet of a charity client's cause is aligned with making the world better for all the people it serves. 

The FIN Agency provides successful and innovative donor acquisition, retention, and supporter development services to leading not-for-profit organisations.

 Purpose of the Role:

The Quality Assurance Officer plays a pivotal role in ensuring the highest standards of quality and compliance across all areas of our business. This position is responsible for managing customer responses and feedback, developing Quality Assurance (QA) strategies, conducting audits, monitoring fundraising performance, delivering training, collaborating with stakeholders, continuously improving QA processes, ensuring data security and privacy, managing online brand presence, and ensuring industry regulation and compliance.

 Key Responsibilities:

Customer Feedback Administration and Management

• Analyse trends, implement preventative measures, and liaise with stakeholders.
• Support training and onboarding requirements.
• Manage customer responses and feedback, administration, tracking, documentation, and reporting.
• Investigate customer feedback objectively according to company policies and sector requirements.

Develop and Implement QA Strategies

• Create and implement comprehensive QA strategies for fundraising activities & third-party providers.
• Establish benchmarks and metrics to evaluate effectiveness.
• Collaborate with departments to align activities with organisational goals.

Conduct Audits and Assessments

• Perform audits and assessments of fundraising campaigns.
• Evaluate adherence to legal requirements and best practices.
• Identify risks and provide feedback to stakeholders.

Monitor Fundraising Performance

• Monitor KPIs and metrics to assess fundraising quality and service.
• Analyse data to identify trends and optimization opportunities.
• Prepare reports and presentations on QA findings.

Develop and Deliver Training

• Create & provide training for FIN Agency and its third-party providers to promote understanding and compliance with QA standards.
• Support best practices in fundraising and call centre processes.

Collaborate with Stakeholders

• Collaborate with internal teams and stakeholders to align QA activities.
• Participate in meetings to discuss findings and solutions.

Continuously Improve QA Processes

• Review and enhance QA processes to adapt to changes.
• Stay updated with industry trends and practices.

Industry Regulation and Compliance

• Collaborate with the Head of Operations, Chief Executive Officer and internal teams to ensure that fundraising practices align with the latest regulatory requirements and ethical standards
• Attend relevant training sessions and conferences.

Thought Leadership and Knowledge Sharing

• Engage with industry forums and networks to gain insights.
• Share updates on regulatory changes and industry news.
• Provide recommendations for adjustments to practices.

Knowledge, Skills, and Attributes Required:

• At least 2-3 years experience in customer service or Quality Assurance.
• Exceptional communication and interpersonal skills.
• Understanding of fundraising techniques and ethical practices.
• Analytical and problem-solving skills.
• Knowledge of relevant laws and regulations.
• Proactive, innovative, and detail-oriented mindset.
• Strong work ethic and positive attitude.
• Organisational and multitasking skills.
• Ability to work independently and collaboratively.
• Intermediate MS Office and proficiency in data analysis tools.

Working Hours:

Monday to Friday, 9:00 am – 5:00 pm.

Additional hours may be required as requested.