Quality assurance analyst

We are working with a company who are looking for a Quality Assurance and Training Analyst to join a newly re-imagined team on a 10month fixed term contract.

You’ll help to support and promote excellent customer outcomes by quality-checking interactions and supporting the training delivery provided to the Client Solutions team.

Why Join the Team?

Join the team and enjoy a comprehensive benefits package designed to support your financial security, work-life balance, and overall wellbeing:

Financial Security: Competitive salary with annual reviews, 10% non-contributory employer pension, annual performance-linked bonus, group income protection, and life assurance.

Work-Life Balance: Potential for hybrid working opportunities, 25 days holiday plus bank holidays, increased holidays with length of service, and a holiday trading scheme.

Wellbeing: Private medical insurance, pantry stocked with free food and snacks, discounted gym memberships, cycle-to-work scheme, employee assistance programme with confidential counselling, and support from trained mental health first aiders and menopause ambassadors.

Convenient Amenities: Coffee machines, daily van selling food, nearby Waitrose and town centre (10-minute walk), nearby car park, and train station (5 -10 minute walk).

The role:

1. Maintain and deliver a robust quality assurance framework for the Client Solutions team.
2. Carry out regular reviews on customer interactions for all team members (including live chat, Jira messaging, phone calls and emails).
3. Prepare and maintain robust review records.
4. Provide written and verbal feedback to individuals and team managers.
5. Produce detailed feedback summaries reinforcing positive feedback and highlighting areas for improvement including conduct concerns, risk event requirements and training needs.
6. Identify trends which lead to poor outcomes and suggest appropriate action plans to prevent recurrence.
7. Share best practice with customer-facing teams.
8. Support the client solutions team with ongoing learning needs by conducting ad hoc training.
9. Be a great team player and work with colleagues to ensure team objectives and deadlines are met.

A bit about you:

You believe that there is almost always a better way to do things, even if immediate implementation isn't possible. You appreciate working in smaller teams where continuous learning, facing challenges, owning responsibilities, and being trusted to deliver are the norms. You seek a collaborative culture that empowers you while ensuring you are never left unsupported.

Additionally, we are looking for someone who has:

1. A proven track record of delivering high-quality work in your current role.
2. Knowledge of the products, services, and procedures or the ability take in new information quick.
3. Written and verbal communication skills, with the ability to give feedback in a positive and tactful way
4. An excellent understanding of wrap platforms and financial services legislation.
5. Strong attention to detail and analytical skills.
6. Collaboration skills, able to work closely with people leaders and individuals to share quality results.
7. An ability to identify process and functionality gaps from review outcomes.
8. Ability to create/adapt training material suitable for the target audience and purpose.
9. Ability to analyse training feedback to aid in shaping future sessions.

If you’re interested in this role of Quality and Training Analyst, click 'apply now’ and a member of our team will be in touch!