Customer Services Quality Assurance Specialist

6 days ago

Bristol, United Kingdom Canada Life Group (UK) Ltd (The) Full time
About the Role

We are seeking a highly skilled Quality Assurance Specialist to join our Customer Services team at Canada Life Group (UK) Ltd (The). As a key member of our Quality Assurance team, you will play a crucial role in ensuring that our customer service operations meet the highest standards of quality and excellence.

Key Responsibilities
  • Undertake outcome testing across multiple channels to ensure that our customer service processes are meeting corporate objectives and regulatory requirements.
  • Work closely with Risk and Compliance to implement consistent and best practice using meaningful QA metrics and tools such as root cause analysis.
  • Analyse quality data to identify trends and areas for improvement, and provide recommendations to team leads and stakeholders.
  • Partner with key stakeholders and process owners to enhance process and training where necessary.
  • Deliver training on quality assurance related matters to teams and colleagues.
  • Contribute to the development of the Customer Services Quality framework.
Requirements
  • Proven analytical and problem-solving skills, with the ability to produce meaningful reports.
  • Diligent and conscientious in the accuracy of their work, with excellent attention to detail.
  • Excellent written and verbal communication skills.
  • Ability to operate in a fast-paced, dynamic environment and work under pressure.
  • Strong team player with excellent stakeholder management experience.
  • Excellent organisational skills and ability to meet tight deadlines.
  • Proven experience in delivering training across teams and departments.
  • Intermediate knowledge and experience of MS Office.
About Us

At Canada Life Group (UK) Ltd (The), we believe in recognising and rewarding our people. We offer a competitive salary and benefits package, including a generous pension and bonus scheme, as well as income protection, private medical insurance, and life assurance. We are committed to creating an inclusive workplace where everyone can feel they belong and achieve their potential.

We are proud of our unique culture, which is built on our blueprint behaviours: being more curious, owning the outcome, facing into things together, and finding a way forward. We invest in the development of our people, technology, and workplaces, and offer a range of training and flexible working opportunities.

We are committed to diversity and inclusion, and believe that everyone has different work and life responsibilities. We are happy to discuss flexible working arrangements, including part-time, for any of our roles.

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