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Customer Services Quality Assurance Analyst
2 months ago
We are seeking a highly skilled Quality Assurance Analyst to join our Customer Services team. As a key member of our Quality Assurance (QA) team, you will play a critical role in supporting the transformation and future growth of our business.
Key Responsibilities- Undertake timely and accurate outcome testing across multiple channels to ensure we are meeting corporate objectives and delivering fair customer outcomes.
- 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 share common themes and best practice recommendations with key stakeholders.
- Partner with key stakeholders and process owners to enhance process and training where necessary.
- Deliver and contribute to the development of the Customer Services Quality framework.
- 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.
Canada Life Limited is a leading provider of retirement, investment, and protection solutions. We are committed to building better futures for our customers, intermediaries, and employees by operating as a modern, agile, and welcoming organisation.
We believe in recognising and rewarding our people, so we offer a competitive salary and benefits package that's regularly reviewed. As a Canada Life Limited colleague, you'll receive a comprehensive reward package including a generous pension and bonus scheme, along with income protection, private medical insurance, and life assurance.
We are proud of our inclusive workplace and diverse workforce where everyone can feel they belong and achieve their potential. We continue to focus on diversity, equity, and inclusion and are committed to creating an environment that inspires us all.
