Quality and Training Analyst

TN United Kingdom; City of Edinburgh; On-site; GBP 30,000 - 50,000; Full time

Job summary

Ein dynamisches Unternehmen sucht einen Quality Assurance and Training Analyst, um die Qualität der Kundeninteraktionen zu gewährleisten und Schulungen zu unterstützen. In dieser spannenden Rolle sind Sie verantwortlich für die Entwicklung und Pflege eines Qualitätsrahmens, die Analyse von Kundenfeedback und die Förderung bewährter Verfahren innerhalb des Teams. Wenn Sie eine Leidenschaft für Qualität und Kundenservice haben und in einem schnelllebigen, unterstützenden Umfeld arbeiten möchten, ist dies die perfekte Gelegenheit für Sie. Werden Sie Teil eines innovativen Unternehmens, das sich für Vielfalt und Inklusion einsetzt und kontinuierliches Lernen fördert.

Benefits

Betriebliche Altersvorsorge

Bonus

Elternzeit

Gesundheitsinitiativen

Flexible Arbeitszeiten

Qualifications

• Nachgewiesene Erfolgsbilanz in der Qualitätskontrolle und Schulung.
• Fähigkeit zur Erstellung und Durchführung von Schulungsmaterialien.

Responsibilities

• Aufrechterhaltung eines robusten Qualitätsrahmens für das Team.
• Überprüfung von Kundeninteraktionen über verschiedene Kanäle.

Skills

Qualitätskontrolle

Kommunikationsfähigkeiten

Analytische Fähigkeiten

Kundenorientierung

Zusammenarbeit

Schulungserstellung

Tools

Clever Nelly

Illuminate Learn

Nucleus

Jira

Job description

Job Title: Quality Assurance and Training Analyst

We’re looking for a talented and enthusiastic individual to join our team as a Quality Assurance and Training Analyst. The role involves delivering an inspired support service to the Client Solutions teams by quality checking interactions and supporting training delivery. This is an opportunity to join a re-imagined team with ambitions to elevate our service and be the best-loved platform.

The ideal candidate should be adaptable to change and capable of supporting multiple work streams within Client Solutions, including BAU/Enterprise models, change projects, and stakeholder management. A broad understanding of all departments, our customers, and how to support them effectively is essential.

If you are passionate about quality, training, and customer service, this exciting role is for you.

Key Responsibilities:

1. Maintain and deliver a robust quality assurance framework for the Client Solutions team.
2. Review customer interactions across channels (live chat, Jira messaging, calls, emails).
3. Prepare and maintain review records.
4. Provide feedback to individuals and managers.
5. Create feedback summaries highlighting strengths and areas for improvement.
6. Identify trends and suggest actions to prevent poor outcomes.
7. Share best practices with customer-facing teams.
8. Support onboarding and ongoing training for new staff.
9. Assist with functionality reviews and content management for tools like Clever Nelly, Illuminate Learn, and Nucleus.
10. Promote Nucleus values and brand.
11. Work collaboratively to meet team objectives and deadlines.

Candidate Profile:

You enjoy working with smart, motivated people and believe there is always a better way to do things. You thrive in a collaborative, empowered environment where responsibility and continuous learning are valued. You should have:

1. A proven track record of high-quality work.
2. Strong product knowledge or quick learner.
3. Excellent communication skills, empathetic and constructive feedback ability.
4. Understanding of wrap platforms and financial services legislation.
5. Attention to detail and analytical skills.
6. Collaboration skills to work with leaders and teams.
7. Ability to identify gaps and drive improvements.
8. Continuous improvement mindset.
9. Alignment with company values and brand.
10. Customer-centric attitude and passion for service excellence.
11. Training material creation and facilitation skills.
12. Accountability and proactive learning approach.

Values and Culture:

Demonstrate Nucleus values and ensure compliance with our Code of Conduct.

About Us:

Nucleus aims to transform financial services for better client outcomes. We foster a fast-paced, empowering environment where your potential can flourish. Our culture sets us apart, and we are committed to inclusion and diversity, viewing it as a key to our future relevance and success.

We offer benefits including pension, bonus, parental leave, health initiatives, and flexible working.