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Quality Assurance and Training Specialist
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We are seeking a highly skilled Quality Assurance and Training Analyst to join our team at Greenbean. As a Quality Assurance and Training Analyst, you will play a critical role in ensuring the quality of our customer interactions and supporting the training delivery provided to our Client Solutions team.
Key Responsibilities- Maintain and deliver a robust quality assurance framework for the Client Solutions team.
- Carry out regular reviews on customer interactions for all team members, including live chat, Jira messaging, phone calls, and emails.
- Prepare and maintain robust review records.
- Provide written and verbal feedback to individuals and team managers.
- Produce detailed feedback summaries reinforcing positive feedback and highlighting areas for improvement, including conduct concerns, risk event requirements, and training needs.
- Identify trends that lead to poor outcomes and suggest appropriate action plans to prevent recurrence.
- Share best practice with customer-facing teams.
- Support the client solutions team with ongoing learning needs by conducting ad hoc training.
- Be a great team player and work with colleagues to ensure team objectives and deadlines are met.
- A proven track record of delivering high-quality work in your current role.
- Knowledge of the products, services, and procedures or the ability to take in new information quickly.
- Written and verbal communication skills, with the ability to give feedback in a positive and tactful way.
- An excellent understanding of wrap platforms and financial services legislation.
- Strong attention to detail and analytical skills.
- Collaboration skills, able to work closely with people leaders and individuals to share quality results.
- An ability to identify process and functionality gaps from review outcomes.
- Ability to create/adapt training material suitable for the target audience and purpose.
- Ability to analyze training feedback to aid in shaping future sessions.
You believe that there is almost always a better way to do things, even if immediate implementation isn't possible. You appreciate working in smaller teams where continuous learning, facing challenges, owning responsibilities, and being trusted to deliver are the norms. You seek a collaborative culture that empowers you while ensuring you are never left unsupported.
