Senior Outcome Testing Analyst

7 days ago


Manchester, United Kingdom Frasers Group Full time
Outcome Assurance Specialist

Frasers Group, a pioneering retail company, is rethinking the retail experience through digital innovation. We serve our consumers with top-tier sports, premium, and luxury brands globally. Our aim is to elevate the lives of many by providing seamless access to world-class brands and experiences.

We are leaders in the industry, revolutionizing the retail landscape by offering flexible payment options across our collection of esteemed brands, including Studio, Sports Direct, FLANNELS, USC, Frasers, and GAME. As an Outcome Assurance Specialist, you will play a pivotal role in ensuring that our procedures adhere to regulatory standards and effectively deliver customer outcomes. About Us

We immerse ourselves in delivering on our principles:

  • Think without limits - think fast, think fearlessly, and take the team with you.
  • Own it and back yourself - own the basics, own your role, and own the results.
  • Be relevant - relevant to our people, our partners, and the planet.
Job Description

This role involves assisting the Senior Outcome Testing Manager in day-to-day managerial tasks and responsibilities. You will manage resources and workloads to ensure delivery of the plan, provide direct support and guidance through feedback and coaching, and complete customer outcome monitoring reviews to provide assurance over FGFS procedures and their effectiveness in delivering adherence to policy; including the achievement of customer outcomes and the quality of delivery of those outcomes.

You will execute the outcome testing annual plan and service levels for complaints root cause analysis, managing, and monitoring team performance to deliver SLAs and deadlines. Your objective will be to identify areas of weakness or limitation in operational procedure, system, control, or agent interactions which impact Studios ability to achieve targeted customer outcomes. Work collaboratively with operational colleagues and managers to develop the design of improvements, track, and validate as implemented.

Your proactive participation in workshops and close-out meetings associated with assigned monitoring activities is also expected. Design and deliver required reporting for internal purposes and governance arrangements. Estimated Salary: £40,000 - £60,000 per year.


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