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Competency Assurance Analyst
4 months ago
Date Posted: 24/05/2024
Location:
Belfast
Job Type: Full time
Apply Now
Competency Assurance Analyst (12 month FTC)
Belfast -Hybrid
We have a key role for a Competency Assurance Analyst on a 12 month FTC to join our HUB training team, supporting our operational teams to ensure all aspects of our customer service journey are delivered in an accurate and efficient manner.
You will provide detailed monitoring of customer touchpoints resulting in; strong customer outcomes and good customer experiences in both of our non-advised administrative and phone-based services.
This is your opportunity to develop your skills in, but not limited to the following:
Working in collaboration with key stakeholders
Completing risk monitoring and competency assurance reports
Providing expertise and feedback on competency issues
Key Responsibilities
Deliver independent competency checks, including feedback and coaching based on your findings.
Maintain appropriate monitoring systems/ processes that facilitate the early identification and communication of risks.
Document accurately all issues identified including remedial actions where necessary.
Identify where opportunity exists to improve the customer journey, including challenging policy and/or procedure if appropriate
Provide clear and concise reporting to be shared with partner teams and operational management; based on trend insights, this includes utilising monitoring data to identify root causes and highlight key themes
Support the T&C (Training & Competency) Management team with monitoring design / reviews and new dashboard developments
Adapt to changing requirements which evolve as part of an ever-growing business
Build and maintain effective working relationships with colleagues
Skills and Experience
Previous experience within a competency or customer outcome driven regulated monitoring role.
Attentive with a strong eye for detail and the ability to give feedback in a timely and appropriate fashion
Ability to plan and prioritise in a changing, busy environment.
Effective communication style that is adaptable to a diverse range of customers and colleagues.
Excellent administrative skills
Ability to summarise findings accurately and concisely, and communicate clear rationale for decisions
Company Benefits
A Competitive Salary, Pension Scheme and Life Assurance
Along with 28 Days Annual Leave (plus bank) plus an Additional Day on us for your Birthday
Private Medical Cover and Income Protection, just in case
A generous and highly achievable bonus scheme - paid annually based on individual and company performance against targets
Opportunity to progress within your career both in-role and within the company
FREE access to the Headspace App, a 24/7 Employee Assistance Helpline and Trained Physical & Mental Health First Aiders (On-Site)
A variety of Employee Funded Benefits available to you via our Online Benefits Portal
Plus, several additional purchase options available for you and your loved one
Apply Now
