Quality Assurance and Training Specialist

2 days ago

Edinburgh, Edinburgh, United Kingdom Nucleus Financial Full time
Quality Assurance and Training Analyst Role

We are seeking a talented Quality Assurance and Training Analyst to join our team at Nucleus Financial. This role is an excellent opportunity to deliver high-quality support services to our Client Solutions teams, promoting excellent customer outcomes through quality checking interactions and training delivery.

The ideal candidate will be adaptable to change, able to work across multiple work streams, and possess excellent knowledge of our products, services, and procedures. They will also have strong analytical skills, excellent written and verbal communication skills, and the ability to provide feedback in an empathetic and constructive manner.

The Quality Assurance and Training Analyst will be responsible for maintaining and delivering a robust quality assurance framework, carrying out regular reviews of customer interactions, and providing written and verbal feedback to individuals and team managers. They will also produce detailed feedback summaries, identify trends leading to poor outcomes, and suggest appropriate action plans to prevent recurrence.

In addition, the Quality Assurance and Training Analyst will support the Client Solutions team with ongoing learning needs, conduct ad-hoc training, and assist with the Clever Nelly and Illuminate Learn functionalities. They will also champion the Nucleus values and brand in all aspects of the role.

Key Responsibilities
  • Maintain and deliver a robust quality assurance framework for the Client Solutions team.
  • Carry out regular reviews of customer interactions for all team members.
  • Provide written and verbal feedback to individuals and team managers.
  • Produce detailed feedback summaries.
  • Identify trends leading to poor outcomes and suggest appropriate action plans.
  • Support the Client Solutions team with ongoing learning needs.
  • Assist with the Clever Nelly and Illuminate Learn functionalities.
Requirements
  • Proven track record of delivering high-quality work.
  • Excellent knowledge of our products, services, and procedures.
  • Strong analytical skills and ability to identify process and functionality gaps.
  • Excellent written and verbal communication skills.
  • Ability to provide feedback in an empathetic and constructive manner.
  • Ability to work closely with people leaders and individuals to share quality results.
What We Offer

We offer a generous blend of benefits, including pension, bonus, enhanced parental leave, paid time off for emergencies, health and wellbeing initiatives, and flexible working options. We are committed to creating a diverse and inclusive workplace, where everyone feels welcome and empowered to do their best work.

If you are passionate about quality and training, and are service-obsessed, we encourage you to apply for this exciting opportunity to join our team at Nucleus Financial.

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