Quality Assurance Specialist

2 months ago

Ipswich, Suffolk, United Kingdom Nucleus Financial Full time

About the Role

We're seeking a detail-oriented and customer-focused individual to fill the Quality Assurance Analyst position at Nucleus Financial. As a key member of our Client Relations Team, you'll play a vital role in ensuring exceptional customer outcomes and promoting a culture of quality excellence.

Your primary responsibilities will include:

  • Conducting regular reviews of customer interactions and complaint handling with team members, identifying areas for improvement and providing constructive feedback.
  • Producing detailed feedback summaries, highlighting positive feedback and areas for growth, including conduct concerns and training needs.
  • Identifying trends leading to poor outcomes and suggesting actionable plans to prevent recurrence.
  • Maintaining robust review records and providing regular performance insights to the Client Relations Team and wider business.
  • Championing the Nucleus values and brand in all aspects of the role.
  • Collaborating with colleagues to ensure team objectives and deadlines are met.

About You

We're looking for someone with a proven track record of delivering high-quality work, excellent written and verbal communication skills, and a customer-centric attitude. If you're passionate about creating exceptional customer experiences and have a desire for continuous improvement, we'd love to hear from you.

About Nucleus Financial

Nucleus Financial is dedicated to making retirement more rewarding. Our purpose drives everything we do, and we're committed to building a platform that delivers the best retirement-focused experience in the UK. We believe in empowering our people to make a real impact and are passionate about creating a culture that values service excellence, collaboration, and innovation.

Inclusion and Diversity at Nucleus Financial

We're committed to creating an inclusive and diverse workplace where everyone feels valued and empowered to succeed. We believe that a diverse and inclusive team is essential to delivering exceptional customer experiences and driving business success.

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