Quality Assurance Analyst

1 week ago


Glasgow, Glasgow City, United Kingdom Scottish Friendly Full time


About the roleEnsuring we deliver excellent service to our customers with a key focus on testing, identifying and rectifying potential defects.

Continuously drive improvement in customer processes by ensuring feedback is captured and acted upon via key stakeholders.
Key responsibilitiesReviewing customer service processes and ensuring they meet required and documented standards.
Review of recorded customer voice interactions against the SF Customer Experience guidelines.
Testing key controls within customer delivery processes are being operated as designed and are delivering the desired customer outcomes.
Identifying and recommending process and control improvements to help drive quality.
Performing trend analysis and reporting to managementQualifications and skillsExperience in Financial Services (Mandatory)Contact Centre processes and procedures.
Life products/ investment experience.
Pension journey knowledge.
Microsoft Packages (Word & Excel)Customer Service skills. Has experience in, and be comfortable with, reviewing and checking the work of other colleagues.
Demonstrate a desire to help drive improvement and deliver great outcomes for SF`s customers.
Possesses confidence to engage with a variety of stakeholders, including CS team leaders and managers.
A strong attention to detail and focus on accuracy.
Excellent communication skills – both written and verbal.
Enjoys working in a changing environment on new tasks.
Can manage personal workload.
Is comfortable challenging and enhancing current processes as well as developing new processes.
Ability to examine information or a situation in detail identifying key information.

Scottish Friendly ValuesWe would like you to demonstrate the Scottish Friendly values in your role:
WE'RE IN THIS TOGETHERcollaborate and value each other's opiniona small team with a big impactsupport each other to thrive and growWE CARE ABOUT OUR CUSTOMERScustomers are at the heart of everything we docommitted to doing the right things for our customerslisten to and learn from our customersWE KEEP MOVING FORWARDalways see change as an opportunityprogress is based on careful management of our riskshave the courage to test new ideas and learn from them

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