Quality Assurance Analyst

2 weeks ago


Glasgow, Glasgow City, United Kingdom Scottish Friendly Full time

About the position

Responsibility for ensuring top-notch service for customers by focusing on testing, spotting, and fixing possible defects. Pushing for ongoing enhancements in customer procedures by collecting and acting on feedback from key stakeholders.

Main duties

  • Evaluating customer service procedures to guarantee they meet specified and documented standards.
  • Reviewing recorded interactions with customers in line with SF Customer Experience guidelines.
  • Testing the effectiveness of essential controls in customer service procedures and ensuring they produce the desired results for customers.
  • Identifying and suggesting improvements in processes and controls to boost quality.
  • Analyzing trends and presenting reports to management.

Qualifications and expertise

  • Background in Financial Services (Required)
  • Familiarity with Contact Centre protocols and practices.
  • Experience with life products and investments.
  • Knowledge of pension procedures.
  • Proficiency in Microsoft Word & Excel.
  • Customer service proficiency. Capable of reviewing and verifying the work of colleagues.
  • Eager to contribute to enhancements and superior outcomes for SF's clients.
  • Comfortable communicating with various stakeholders, including CS team leaders and managers.
  • Strong focus on detail and precision.
  • Excellent written and verbal communication abilities.
  • Thrives in a dynamic environment with novel tasks.
  • Can efficiently handle personal workload.
  • Comfortable with challenging current procedures and formulating new ones.
  • Ability to scrutinize details and extract key information from data or situations.

Core Values at Scottish Friendly

WE'RE IN THIS TOGETHER

  • Encourage collaboration and respect for diverse opinions.
  • A close-knit team making a significant impact.
  • Support each other to thrive and develop.

WE CARE ABOUT OUR CUSTOMERS

  • Customers are the focal point of all our endeavors.
  • Dedicated to doing what's best for our customers.
  • Listen to and learn from customer feedback.

WE KEEP MOVING FORWARD

  • View change as an opportunity for growth.
  • Advancement is tied to cautious risk management.
  • Demonstrate the courage to experiment with new concepts and glean insights from them.


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