Quality Assurance Specialist
5 days ago
About the Role
We're seeking a talented Quality Assurance Specialist to provide complaint quality assurance services and promote excellent customer outcomes. As a key member of our team, you'll be responsible for carrying out regular reviews on customer interactions and complaint handling, providing feedback to individuals and the Client Relations Team Manager, and identifying trends that lead to poor outcomes.
Your Key Responsibilities
- Carry out regular reviews on customer interactions and complaint handling with all team members within the Client Relations Team and on occasion, the wider department.
- Provide both verbal and written feedback to individuals and the Client Relations Team Manager.
- Produce detailed feedback summaries, reinforcing the use of positive feedback and highlighting areas for improvement.
- Identify trends which lead to poor outcomes and suggest appropriate actions plans to prevent recurrence.
- Prepare and maintain robust review records, alongside providing regular MI within the Client Relations Team and wider business.
About You
We're looking for someone who is passionate about customer service and quality obsessed. You'll need to have a proven track record of delivering high-quality work, excellent written and verbal communication skills, and the ability to provide feedback in an empathetic, constructive, and tactful way.
About Us
Nucleus Financial is a fast-paced and exciting environment where you'll have the chance to fulfill your potential and do work that really matters. We believe in empowering our employees to make things happen and celebrating their successes.
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