Quality Analyst – 6 Month Fixed Term Contract

Financial advisers trust us with their clients’, so ensuring that we provide an incredible level of service is key to our business. The role is responsible for performing quality checking, quality assurance sampling and customer outcome testing for our Customer Operations department. You will be working closely with all areas of the business, providing timely feedback and regular reporting to the relevant Team Leaders across the department to enable them to manage their teams effectively, helping to deliver a “getting it right first time” culture across our administrative teams. This role will be on a 6 month fixed term contract basis. Key Responsibilities: Performing quality checking Performing quality assurance sampling Perform check-the-checker sampling Performing customer outcome and vulnerable customer testing Providing timely and constructive feedback to colleagues where quality issues are identified Regularly producing insightful MI and reporting to demonstrate trends and areas of improvement Leading on the continuous development and root cause analysis, ensuring that improvement opportunities identified are logged and followed through to completion with relevant stakeholders.

Specialist skills, qualifications and experience: Essential: Robust experience in Financial Services Previous experience working in a quality or outcome testing role High level of attention to detail Good understanding of Consumer Duty principles and Vulnerable Customer regulations Be an excellent communicator Have strong organisation and time-management skills Desirable: Have experience working at an investment/wrap platform Have an industry recognised qualification

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