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Quality Assurance and Training Specialist
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Edinburgh, Edinburgh, United Kingdom Nucleus Financial Full timePurpose:We're seeking a highly skilled Quality Assurance and Training Analyst to deliver exceptional support services to our Client Solutions teams. This role is an opportunity to join a dynamic team that's passionate about elevating and supporting our service delivery.You'll be responsible for maintaining and delivering a robust quality assurance framework...
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Quality Assurance and Training Specialist
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Edinburgh, Edinburgh, United Kingdom Nucleus Financial Full timePurpose:We're seeking a highly skilled Quality Assurance and Training Analyst to join our Client Solutions team at Nucleus Financial. This role is a 12-month fixed-term contract, and we're looking for someone who is passionate about quality and training, and is service-obsessed.The successful candidate will be responsible for delivering a robust quality...
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Quality Assurance and Training Specialist
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Edinburgh, Edinburgh, United Kingdom Nucleus Financial Full timeAbout the RoleWe are seeking a highly skilled Quality Assurance and Training Analyst to join our team at Nucleus Financial. As a key member of our Client Solutions team, you will play a critical role in delivering an exceptional support service to our customers.Key ResponsibilitiesMaintain and deliver a robust quality assurance framework for the Client...
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Quality Assurance and Training Specialist
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Quality Assurance and Training Specialist
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Quality Assurance and Training Specialist
3 weeks ago
Edinburgh, Edinburgh, United Kingdom Nucleus Financial Full timePurpose:We're seeking a highly skilled Quality Assurance and Training Analyst to deliver exceptional support services to our Client Solutions teams, ensuring excellent customer outcomes through quality checking interactions and training delivery. This role offers a unique opportunity to join a newly reimagined team with ambitious goals in elevating and...
Quality Assurance and Training Specialist
2 months ago
We are seeking a highly skilled Quality Assurance and Training Specialist to join our team at Nucleus Financial. As a key member of our Client Solutions team, you will play a critical role in delivering an exceptional support service to our clients, ensuring that our interactions meet the highest standards of quality and excellence.
Key Responsibilities- Maintain and implement a robust quality assurance framework for our Client Solutions team, ensuring that all interactions meet our high standards.
- Conduct regular reviews of customer interactions, providing feedback and coaching to team members to improve their performance.
- Develop and maintain robust review records, providing insights and recommendations for process improvements.
- Provide written and verbal feedback to individuals and team managers, highlighting areas for improvement and opportunities for growth.
- Produce detailed feedback summaries, reinforcing positive feedback and highlighting areas for improvement, including conduct concerns and training needs.
- Identify trends that lead to poor outcomes and suggest appropriate action plans to prevent recurrence.
- Share best practices with customer-facing teams, promoting a culture of excellence and continuous improvement.
- Provide induction overviews to new Client Solutions staff, ensuring a smooth onboarding process.
- Support the Client Solutions team with ongoing learning needs, conducting ad-hoc training and coaching sessions.
- Assist with the development and maintenance of training materials, including the Clever Nelly and Illuminate Learn functionalities.
- Champion the Nucleus values and brand, embodying our culture and promoting it throughout the organization.
- Collaborate with colleagues to ensure team objectives and deadlines are met, demonstrating a strong team player mentality.
- A proven track record of delivering high-quality work in a similar role.
- Excellent knowledge of our products, services, and procedures, or the ability to learn new things quickly.
- Excellent written and verbal communication skills, with the ability to provide feedback in an empathetic, constructive, and tactful way.
- An excellent understanding of wrap platforms and financial services legislation.
- Excellent attention to detail and strong analytical skills, with the ability to identify process and functionality gaps.
- Strong collaboration skills, able to work closely with people leaders and individuals to share quality results.
- An ability to identify areas for improvement and drive change forward.
- A desire for continuous improvement and a passion for creating the best outcomes for our clients.
- A customer-centric attitude and a positive approach to problem-solving.
- Ability to create and adapt training materials suitable for the target audience and purpose.
- A confident but empathetic manner when facilitating training and coaching sessions.
- Ability to analyze training feedback to aid in shaping future sessions.
- The ability to be accountable for your own work and deadlines, and to be proactive with your own learning and development.
Nucleus Financial is a leading provider of financial services, dedicated to transforming the industry and creating better outcomes for our advisers and their clients. Our purpose drives everything we do, and we are committed to delivering exceptional service and support to our clients.
We believe in empowering our employees to take ownership of their work and to make a real impact on our organization. We offer a collaborative and inclusive culture, with opportunities for growth and development. If you are passionate about quality and training, and are committed to delivering exceptional service, we would love to hear from you.
