Quality Assurance Analyst

Nucleus Financial; England; On-site; GBP 30,000 - 40,000; Full time

Job summary

Nucleus Financial is seeking a passionate Quality Assurance Analyst to enhance customer service quality. This role involves providing feedback, coaching, and supporting various departments in driving excellent outcomes. Join a collaborative culture where innovation and improvement are valued, contributing to a better service for our customers.

Benefits

Generous benefits package

Non-contributory pension

Bonus

Enhanced parental leave

Flexible working options

Qualifications

• Proven track record of delivering high-quality work.
• Excellent knowledge of products and services or ability to learn quickly.
• Ability to provide feedback empathetically and constructively.

Responsibilities

• Prepare and maintain robust review records.
• Provide written and verbal feedback to individuals and team managers.
• Identify trends leading to poor outcomes and suggest improvements.

Skills

Attention to detail

Analytical skills

Communication skills

Collaboration skills

Customer-centric attitude

Job description

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We’re looking for a talented and enthusiastic individual to join our team as a Quality Assurance Analyst to deliver an inspired support service to our customer service teams by helping develop and promote excellent customer outcomes. You will be an advocate for understanding and driving the essential role that Quality Assurance provides and hold the ability to deliver elevated coaching sessions to aid development. This role is an opportunity to join a team with great ambitions in elevating and supporting the service we deliver in our drive to be best loved.

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 work to ensure that we are striving to be the best we can be – making it simpler for customers to contact us via their preferred method and at their chosen time, always receiving the same consistently exceptional level of service when they do.

You’ll establish a broad knowledge of all departments within the business, understanding our customers and where we can apply support to increase service.

If you’re passionate about quality and helping develop others around you and are service obsessed, this exciting role is for you. We’ll be relying on you to:

Key Accountabilities:

• Prepare and maintain robust review records.
• Provide written and verbal feedback to individuals and team managers.
• Produce detailed feedback summaries reinforcing positive feedback and highlighting areas for improvement, including conduct concerns, risk event requirements, and training needs.
• Identify trends leading to poor outcomes and suggest appropriate action plans to prevent recurrence.
• Share best practice with customer-facing teams.
• Champion the Nucleus values and brand in all aspects of the role.
• Be a great team player and work with colleagues to ensure team objectives and deadlines are met.

A bit about you:

You love to work with smart people and know there is almost always a better way of doing things, even if it can’t be delivered immediately. Smaller teams, a flat structure, constant learning, being challenged, having your own responsibility, and being trusted to make it happen. You want to be part of a collaborative culture where you feel empowered but always supported. Additionally, we would like the person in this role to have:

• 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 quickly.
• Excellent written and verbal communication skills, with the ability to provide feedback empathetically, constructively, and tactfully.
• Excellent attention to detail and strong analytical skills.
• Strong collaboration skills, able to work closely with leaders and individuals to share quality results.
• An ability to identify process and functionality gaps from review outcomes and drive improvements.
• 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 role-modeling excellent customer service.
• The ability to be accountable for your work and deadlines and to be proactive in your learning and development.

Values and Behaviours:

• Positively demonstrate the Nucleus values and behaviours.
• Always ensure compliance with the Code of Conduct.

About us

We are the Nucleus Financial Platforms group, helping make retirement more rewarding. Here at Nucleus, people come first—whether colleagues or the advisers and customers we support. We believe that working in partnership and collaboration leads to the best outcomes. Our culture, values, and social responsibility are at the top of our agenda because they matter and have a significant impact.

Our culture sets us apart. We want our environment to enable our people to make a real difference, be rewarded, and enjoy their work.

Are we a match? Check out and find out!

Inclusion and diversity at Nucleus

We care about inclusion. It’s embedded in our culture and everything we do. It’s about being future-relevant and durable, not just a tick box. More diversity means broader experience, wider perspectives, better problem-solving, and being more representative of our customer groups, supporting areas like product development.

We offer a generous benefits package, including a non-contributory pension, bonus, enhanced parental leave, paid emergency leave, health and wellbeing initiatives, and flexible working options.