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Quality Assurance and Training Specialist
4 weeks ago
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.
Your primary focus will be on maintaining and delivering a robust quality assurance framework, ensuring that our interactions with clients meet the highest standards. This will involve regular reviews of customer interactions, providing written and verbal feedback to team members, and identifying trends that lead to poor outcomes.
You'll also be responsible for sharing best practices with customer-facing teams, providing induction overviews to new staff, and supporting ongoing learning needs through ad-hoc training sessions.
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.
- Provide written and verbal feedback to individuals and team managers.
- Identify trends which lead 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 the client solutions team with ongoing learning needs by conducting ad-hoc training.
Requirements:
- A proven track record of delivering high-quality work in your current role.
- Excellent knowledge of our products, services, and procedures or the ability to learn new things quickly.
- Excellent written and verbal communication skills, with the ability to provide feedback in an empathetic, constructive, and tactful way.
- An excellent understanding of wrap platforms and financial services legislation.
- Excellent attention to detail and strong analytical skills.
- Strong collaboration skills, able to work closely with people leaders and individuals to share quality results.
- An ability to identify process and functionality gaps from review outcomes and to drive these forward.
- A desire for continuous improvement.
- A good understanding of our values and brand and the ability to actively promote them.
- A customer-centric attitude and a passion for creating the best outcomes for customers.
- A positive attitude and be a role-model for excellent customer service.
About Nucleus Financial:
Nucleus Financial is a leading provider of financial services, dedicated to transforming the industry and creating better outcomes for our advisers and their clients. Our purpose drives everything we do, and we're committed to delivering exceptional support services to our clients.
We believe in empowering our team members to take ownership of their work and make a real impact. If you're passionate about quality and training, and you're service-obsessed, we'd love to hear from you.
