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Quality Assurance Specialist

3 weeks ago

Salisbury, United Kingdom Nucleus Financial Full time

**About the role**
We're looking for a Quality Assurance Specialist to join our Customer Service Centre in Salisbury. At Nucleus we aim to be the UK's best loved retirement wealth platform, and our customer service plays a vital part in this. This role will support our goals of increased customer satisfaction, loyalty and trust by developing quality management processes - therefore reducing issues and ensuring consistency of our excellent service.
Utilising the systems and information available, as well as working closely with People Leaders within the wider department will be key in this role as we continue to provide an accurate, efficient and well-structured service. We'll ensure you have the training and support to enable you to do your best work.
**You'll spend your time**:

- Implementing Quality Assurance audit framework
- Sampling calls and correspondence output for operational areas
- Providing regular side by side coaching and feedback
- Preparing and presenting audit reports
- Identifying trends in the department and individuals, and proposing improvement solutions
- Monitoring the quality and effectiveness of current processes and controls, recommending improvements based on error themes
- Developing and producing robust reporting and feedback processes to ensure the highest level of compliance and quality standards
- Obtaining and developing up to date knowledge of industry developments / regulations
- Ensuring the effectiveness of our data protection, fraud and risk procedures to ensure any risks mitigated
- Leading on business improvement roll outs, such as tone of voice
- Setting and maintaining Customer Service Centre service standards and rolling out any changes to the teams
- Completing trend analysis on errors identified and ensuring controls are in place
- Managing the RCA forum and tracking identified improvements to completion
- Identifying training needs for individuals or teams and raising this with the training team
- Suggesting improvements to efficiency and productivity with a customer first approach.

**A little about you**
Your friends might describe you as the 'perfectionist'. You love combining your analytical and coaching skills to identify improvements and deliver constructive feedback, tailoring your delivery to the individual person.
You'll enjoy using your excellent communication skills with a diverse range of people, ensuring confidence and understanding, and encouraging development. You like working within a fast-paced environment that gives you the opportunity to use your organisational and time management skills to multi-task and adapt to competing priorities and deadlines. Professional with a positive outlook, you'll take great pride in both owning your responsibilities and your determination to see projects through to completion.
Attention to detail and customer service will be your love languages, and you'll enjoy collaborating with your colleagues to share ideas and knowledge, gaining insights into better ways of working.
**We've always placed more importance on cultural contribution above technical ability, but we'd really like you to have/be**:

- Good understanding of retirement wealth products andservices
- Experience of working with quality frameworks and auditing procedures
- A strong sense of ownership and responsibility with willingness to learn
- Adaptable and flexible to changing priorities
- Excellent verbal and written communication skills
- Experience of giving feedback and coaching individuals to improve performance
- Experience of project management
- Good understanding of data protection, fraud and risk procedures
- Proficient working knowledge of Microsoft Office

**A little about us**
Our purpose at Nucleus is to transform financial services and create better outcomes for our advisers and their clients. It is this purpose that drives everything we do. Whether you are working in a role that is client facing or not, you'll need to be service obsessed to work here.
It's a fast paced and exciting environment, and one where we believe you will get the chance to fulfil your potential and do work that really matters, to you and our clients. We believe in you having your own chunk of responsibility and being trusted to make things happen.
Nucleus' culture is something our people believe sets us apart from other places they've worked. This short film gives you an insight into what it is like to work with us.
**Inclusion and diversity at Nucleus**
As with most things in life, who cares, wins. We really care about inclusion.
For us this is not a box-ticking thing, it's a commercial imperative. It isn't about being PC. It's about being future relevant and durable. Find out more on our inclusion page
We offer a generous blend of benefits for the things that really matter to our people, including pension, bonus, enhanced parental leave, paid time off for emergencies, health and wellbeing initiatives and flexible working options.

If you'd like to find out mor