Quality Assurance Analyst

at  Just Group

KEY ACCOUNTABILITIES

• Periodic review and validation of risk based monitoring criteria
• Quality auditing – undertake pre agreed sampling of administrative and telephony services, following the quality auditing plan
• Analysis of the output of the data gathered and provide feedback to all stakeholders, with recommendations for improvement
• Identify and highlight risks through monitoring activities to key people as a priority
• Support Complaints handling, resolving complaints involving financial, material distress or material inconvenience from receipt to satisfactory resolution, in line with FCA principles

ABOUT YOU

The experience, skills, and knowledge we are looking for:

• Minimum of 3 GCSE’s, or equivalent, including Maths & English (A-C Grades)
• Must have relevant QA experience, preferably within the Financial Services sector
• Excellent verbal, written communication and interpersonal skills
• Good organisation and planning
• High attention to detail and accuracy
• Focus on delivery of good customer service
• Analytical skills
• MI reporting knowledge
• Desirable: CII Financial Services qualification, e.g. CF1, CF4, FA1, FA2 (Desirable but not essential)

As a Quality Assurance Analyst with Just Group plc, it is your responsibility to ensure appropriate processes and standards for assessing performance are in place for specifically agreed business units based on their risk profile.
You will also provide feedback to operational colleagues and managers on adherence to those performance requirements, through a programme of quality audit monitoring in order to minimise operational risk and identify areas for continuous process improvement and enhance consumer outcomes.
As well as continuously developing Quality Assurance methodology that drives great behaviours with customers to be at the forefront in everything we do.