Quality Assurance Specialist
3 days ago
Job Summary:
We are seeking a highly skilled Quality Assurance Analyst to join our Governance & Control Team. As a key member of the team, you will be responsible for conducting end-to-end customer outcome testing across various key journeys and business areas.
Key Responsibilities:
- Conduct thorough outcome testing across multiple customer journeys, products, and business areas
- Determine customer outcomes and articulate findings in a clear and concise manner
- Provide actionable feedback and insights to relevant business areas to drive improved customer outcomes
- Support implementation of business improvements through active partnerships to enhance customer experiences
- Contribute to calibration sessions to ensure consistency and accuracy within the Quality Assurance team and wider operational areas
- Identify remedial actions and ensure appropriate activities are undertaken to rectify, record, and report
- Adhere to best practice standards, processes, and the Quality framework
- Manage workload to ensure timely completion of samples
Requirements:
- Previous experience in the Financial Services sector with a background in Quality Assurance, Customer Outcome Testing, or a customer-facing Insurance/Broking role
- Knowledge and experience of regulatory requirements, particularly Consumer Duty, DISP, IDD, Vulnerable Customers, and GDPR
- Exceptional written and verbal communication skills
- Ability to exercise sound judgment when determining customer outcomes, considering individual case characteristics
- Ability to identify and communicate areas of improvement in an actionable way
- Passion for delivering good customer outcomes
- Diligent and conscientious approach to tasks and priorities
- Strong organization and time management skills
- Problem-solving and decision-making skills
Diversity and Hybrid Working:
We value diversity and strive to create an inclusive culture that drives success. We have introduced hybrid working to promote a healthy work-life balance. The successful candidate will be based in our York office, working up to 2 days per week. This flexible working model allows you to manage your personal work-life balance while being part of a unique culture and working with amazing people.
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