Job Title: Customer Service Quality Assurance Analyst
Location: Reading / Hybrid
Salary: Competitive
Job type: Permanent, Full time
Guardian was “re-born” with a simple objective….to make life better. It’s at the core of everything we do, and we’ve worked hard to turn an idea into an exciting business proposition. We’ve bought together the best capability, technology, and people to create a business that challenges conventional thinking, and approaches things differently.
We believe that by being trusting we will be trusted in return. For our business that means providing Financial Advisers and their clients with products and services that they can be certain of. For you that means being part of a team where you can really make a difference, and part of a culture that is driven to make life better. You’ll be in an environment that you can trust to do everything it can to help you grow and succeed.
If you are looking for an exciting career in sales and be part of an innovative and growing business then join us at Guardian to experience ‘Life. Made better’.
About the role:
The Quality Assurance Analyst reports to the Oversight & Controls Manager and is responsible for assessing Quality Assurance for Customer Support Specialists (CSS) and Senior Customer Support Specialists (SCSS) to support Guardian’s Customer Service proposition to achieve the target business outcomes, including:
- Ensuring Guardian’s Customer Services proposition for both advisers and customers is delivered ensuring that the quality of our services continues to meet and be recognised for leading the market
- Determine whether assessment processes and systems meet and operate according to quality requirements.
- Analyse CSS/SCSS capabilities and potential in the context of their objectives and other requirements.
- Provide CSS/SCSS with feedback, advice and support to help them maintain and improve their quality
- Check that assessment methods are fair, valid and reliable.
- Ensure that assessment decisions are made using specified criteria.
- Follow agreed procedures for the recording, storing and reporting and confidentiality of information.
- Access development needed to carry out own work more effectively and continually use a range of resources to keep own knowledge, skills and practice up to date.
- Share knowledge, skills and improvements to practice with colleagues where it is likely to be of benefit.
- Participate in training and development of individuals when required
About you:
Key skills Required:
- Good communication skills both written and verbal.
- Ability to work with colleagues at all levels
- Good organisational, administrative and time management skills
- Ability to manage own workload and to work unsupervised
- Excellent subject and process knowledge / understanding
Objectives:
- Completing quality assurance process on agreed samples
- Liaise with relevant parties to meet time bound review of Standard Operating Procedure documents
- Analyse quality assurance outcomes and raise system / process improvements to support improved quality outcomes.
- Provide feedback and/or training to individuals where quality is below expected standards
Compliance:
- Incorporating & ensuring adherence to the FCA’s “Treating Customers Fairly” consumer & conduct risk requirements
- Completion of all mandatory compliance training
Please click on the APPLY button to be directed to the company’s recruitment page.
Candidates with the relevant experience or job titles of; Quality Assurance Quality Assurance Officer, Quality Assurance, Quality Manager, Operational Improvement, Quality Improvement, Quality Improvement, Quality Assurance Lead, Quality Auditor, Continuous Improvement Manager may also be considered for this role.
