Quality Assurance and Training Specialist

4 weeks ago

Edinburgh, Edinburgh, United Kingdom Nucleus Financial Full time

About the Role:

We're seeking a talented Quality Assurance and Training Specialist to join our team at Nucleus Financial. As a key member of our Client Solutions team, you'll play a vital role in delivering an exceptional support service to our clients, ensuring excellent customer outcomes through quality checking interactions and training delivery.

This is an exciting opportunity to join a newly re-imagined team with ambitious goals in elevating and supporting our service. You'll work closely with our Client Solutions teams, supporting delivery within our BAU/Enterprise operating models, as well as contributing to change projects and managing key stakeholder relationships within the business.

Your Key Responsibilities:

  • Maintain and deliver a robust quality assurance framework for the Client Solutions team.
  • Carry out regular reviews on customer interactions for all team members, including live chat, Jira messaging, phone calls, and emails.
  • Prepare and maintain robust review records.
  • Provide written and verbal feedback to individuals and team managers.
  • Produce detailed feedback summaries, highlighting positive feedback and areas for improvement, including conduct concerns, risk event requirements, and training needs.
  • Identify trends leading to poor outcomes and suggest appropriate action plans to prevent recurrence.
  • Share best practice with customer-facing teams.
  • Provide induction overviews to new Client Solutions staff.
  • Support ongoing learning needs by conducting ad-hoc training.
  • Assist with Clever Nelly functionality, reviewing data, maintaining question banks, and sharing information with Team Managers.
  • Assist with Illuminate Learn functionality, reviewing and building training suggestions on our Client Solutions portal, reviewing data, preparing and maintaining content, and sharing information.
  • Champion the Nucleus values and brand in all aspects of the role.
  • Be a great team player, working with colleagues to ensure team objectives and deadlines are met.

About You:

You'll be a passionate and service-obsessed individual with a proven track record of delivering high-quality work. You'll have excellent knowledge of our products, services, and procedures, or the ability to learn new things quickly. Your excellent written and verbal communication skills will enable you to provide feedback in an empathetic, constructive, and tactful way.

You'll be an excellent team player, able to work closely with people leaders and individuals to share quality results. Your ability to identify process and functionality gaps from review outcomes and drive these forward will be invaluable. A customer-centric attitude and a passion for creating the best outcomes for customers are essential.

About Nucleus Financial:

Nucleus Financial is committed to transforming financial services and creating better outcomes for our advisers and their clients. Our purpose drives everything we do, and we believe in empowering our people to make a real difference. We're a fast-paced and exciting environment where you'll have the chance to fulfill your potential and do work that really matters.

We're passionate about inclusion and diversity, and we believe that who cares, wins. 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.

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