Quality and Process Improvement Expert

1 week ago


Edinburgh, Edinburgh, United Kingdom Greenbean Full time

We are seeking a Quality Assurance and Training Analyst to join our team at Greenbean on a fixed-term contract.

As a Quality Assurance and Training Analyst, you will play a crucial role in supporting and promoting excellent customer outcomes by quality-checking interactions and supporting the training delivery provided to our Client Solutions team.

Key Responsibilities:

  • Develop and maintain a robust quality assurance framework for the Client Solutions team.
  • Conduct regular reviews of customer interactions for all team members, including live chat, Jira messaging, and other communication channels.
  • Produce detailed feedback summaries highlighting areas for improvement, including conduct concerns, risk event requirements, and training needs.
  • Support the Client Solutions team with ongoing learning needs by conducting ad hoc training sessions.
  • Collaborate with people leaders and individuals to share quality results and drive continuous improvement.

Requirements:

  • Proven track record of delivering high-quality work in a similar role.
  • Excellent understanding of wrap platforms and financial services legislation.
  • Strong collaboration skills and ability to work closely with team members.

Benefits:

  • Competitive salary with annual reviews.
  • 10% non-contributory employer pension.
  • Annual performance-linked bonus.
  • Group income protection.
  • Life assurance.
  • Potential for hybrid working opportunities.
  • 25 days holiday plus bank holidays.
  • Increased holidays with length of service.
  • Holiday trading scheme.
  • Private medical insurance.
  • Pantry stocked with free food and snacks.
  • Discounted gym memberships.
  • Cycle-to-work scheme.
  • Employee assistance programme with confidential counselling.
  • Support from trained mental health first aiders and menopause ambassadors.

At Greenbean, we offer a comprehensive benefits package designed to support your financial security, work-life balance, and overall wellbeing.



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