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Quality Assurance Specialist

2 months ago

Edinburgh, Edinburgh, United Kingdom Greenbean Full time
About the Role

We are seeking a highly skilled Quality Assurance Specialist to join our team at Greenbean. As a Quality Compliance and Training Analyst, you will play a critical role in ensuring the highest standards of quality and compliance in our operations.

Key Responsibilities:

  • Maintain and deliver a robust quality assurance framework for our Client Solutions team.
  • Conduct regular reviews of customer interactions for all team members, including live chat, Jira messaging, and other communication channels.
  • Prepare and maintain thorough review records.
  • Provide written and verbal feedback to individuals and team managers.
  • Produce detailed feedback summaries highlighting positive feedback and areas for improvement, including conduct concerns and training needs.
  • Identify trends leading to poor outcomes and suggest action plans to prevent recurrence.
  • Share best practices with customer-facing teams.
  • Support the client solutions team with ongoing learning needs by conducting ad hoc training sessions.
  • Collaborate with colleagues to ensure team objectives and deadlines are met.

Requirements:

  • A proven track record of delivering high-quality work in a similar role.
  • Knowledge of financial services legislation and regulations.
  • Excellent written and verbal communication skills, with the ability to provide constructive feedback.
  • Strong attention to detail and analytical skills.
  • Collaboration skills, with the ability to work closely with people leaders and individuals to share quality results.
  • An ability to identify process and functionality gaps from review outcomes.
  • Ability to create and adapt training materials suitable for the target audience and purpose.
  • Ability to analyze training feedback to inform future sessions.

About You:

You are a detail-oriented and analytical individual with a passion for quality and compliance. You have a proven track record of delivering high-quality work and are able to communicate effectively with colleagues and stakeholders. You are a team player with a collaborative mindset and are able to work closely with others to achieve common goals.