Quality Assurance Analyst

Nucleus Financial; Salisbury; On-site; GBP 30,000 - 45,000; Full time

Job summary

Join a leading financial platform as a Quality Assurance Analyst, where you will be pivotal in enhancing customer service. With a focus on quality and coaching, you will help shape the delivery of exceptional customer experiences, ensuring compliance and promoting the company's values. If you're passionate about customer satisfaction and continuous improvement, this role will provide ample opportunity to grow within a supportive and inclusive culture.

Benefits

Non-contributory pension

Bonus

Enhanced parental leave

Paid time off for emergencies

Health and wellbeing initiatives

Flexible working options

Qualifications

• Proven track record of delivering high quality work.
• Excellent knowledge of products, services, and procedures.
• Ability to provide feedback empathetically and constructively.

Responsibilities

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

Skills

Attention to Detail

Analytical Skills

Communication Skills

Collaboration

Customer-Centric Attitude

Job description

About The Role

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 – this will make 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.

Responsibilities

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:

• 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 which lead 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.
• Take responsibility in everything you do to deliver good outcomes for our customers
• Positively demonstrate the Nucleus values and behaviours
• Ensure compliance with Code of Conduct at all times
  
  

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, constantly learning, being challenged, having your own chunk of responsibility, and being trusted to make it happen. You want to be part of a collaborative culture where you feel empowered but always know you’ll never be left alone. In addition, we would like the person in the 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 new things quickly.
• Excellent written and verbal communication skills, with the ability to provide feedback in an empathetic, constructive, and tactful way.
• Excellent attention to detail and strong analytical skills.
• Strong collaboration skills, able to work closely with people leaders and individuals to share quality results.
• An ability to identify process and functionality gaps from review outcomes and to drive these forwards.
• 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 be a role-model for excellent customer service.
• The ability to be accountable for your own work and deadlines and to be proactive with your own learning and development.
  
  

A Little About Us

We are the Nucleus Financial Platforms group and we help make retirement more rewarding. Here at Nucleus, people come first - whether it’s our colleagues, or the advisers and customers we support, we know that working in partnership and collaboration leads to the best outcomes. Together, we’ve shaped the platform to how it is today. We work hard, and we celebrate hard too.

Our ambition is to create a platform with a difference, putting the customer centre stage meant tearing up the rule book and starting from scratch. We’ve come a long way since then, but our mission remains just as focused. That’s why our culture, values, and social responsibility are things we keep at the top of our agenda – because we know they matter and have a big impact.

Our culture is one of the many things that sets us apart from the pack. We want to have an environment where our people feel that they can make a real difference, know they’ll be rewarded for their efforts and more importantly, enjoy themselves at work.

Are we a perfect match? Check out this video and find out!

Inclusion and diversity at Nucleus

As with most things in life, who cares, wins. We really care about inclusion.

For us it’s not a tick box exercise; inclusion and diversity are embedded in our culture and everything we do. It’s a commercial imperative. It isn’t about being PC. It’s about being future-relevant and durable. We owe it to ourselves and the industry to ensure we are playing our part in creating a fair, balanced and transparent financial services sector.

More diversity means broader experience, a wider set of perspectives and a better collective ability to problem-solve. And it means being more representative of customer groups, which supports areas such as product development.

At Nucleus, we offer a generous blend of benefits for the things that really matter to our people, including a non-contributory pension, bonus, enhanced parental leave, paid time off for emergencies, health and wellbeing initiatives and flexible working options.