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Quality Assurance Technician

Link Group

United Kingdom

On-site

GBP 30,000 - 40,000

Full time

4 days ago
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Job summary

Une entreprise leader dans l'administration des retraites recherche un Technicien en Assurance Qualité pour rejoindre son équipe aux Royaume-Uni. Le poste implique d'évaluer la qualité, de former d'autres équipes et d'assurer la conformité avec des normes élevées tout en contribuant à l'amélioration continue des services. Vous devez avoir une expérience en administration des pensions et un passion pour la qualité et l'expérience client.

Qualifications

  • Expérience en Administration des Pensions et dans un rôle QA.
  • Connaissances solides des programmes Microsoft Office : Outlook, Excel, Word, Visio.
  • Capacité à travailler sous pression et passion pour le service client.

Responsibilities

  • Effectuer des évaluations de qualité mensuelles et des échantillonnages.
  • Former les membres moins expérimentés de l'équipe QA.
  • Préparer des rapports mensuels détaillés des résultats de qualité.

Skills

Analytical skills
Collaboration
Customer Service
Pressure Management

Education

Experience in Pension Administration

Tools

Microsoft Office

Job description

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Working as a member of the MUFG Pension Administration team, the role will support, assist and coach team members and colleagues in the implementation of all aspects of the Quality Assurance Framework throughout the Pension Administration team . The role holder will be familiar with pension administration procedures and processes, member needs and the pensions regulatory environment. The QAT will have experience in checking and reviewing the work of others and be confident in providing feedback (both written and verbal) to individuals and line managers, while working effectively with the wider Pension Administration team.

Key Accountabilities and main responsibilities

  • Undertake monthly quality assessments and quality assurance sampling for administration
  • functions including front-line phone calls and contacts and back-office processing.
  • Identifying and putting into place further training and coaching as required to improve service delivery and performance.
  • Escalate potential issues to ensure appropriate and consistent adherence to policies and procedures, so that high operational standards are delivered.
  • Implement quality assurance standards and procedures.
  • Carry out side-by-side and or remote coaching and deliver feedback.
  • Document quality audits and other quality assurance activities.
  • Actively contribute to the quality assurance calibration process and monthly reports on performance and improvement initiatives as required.
  • Make recommendations on development plans to support the ongoing development of technical and soft skills.
  • Identify, recommend, and monitor corrective and preventive actions.
  • Agree and document action plans and monitor progress.
  • Suggest improvements to procedures and processes to prevent future mistakes and improve the customer experience.
  • Train and support less experienced members of the QA team on quality procedures, protocols, and documentation.
  • Prepare and provide both verbal and written feedback through standard reporting and ad hoc requests.
  • Maintain Quality Assurance documentation and Standard Operating Procedures (SOPs) MUFG Pension Administration processes.
  • Take an active role in MUFG Pension Administration to contribute to the effectiveness and well-being of the team members helping ensure that overall aims and objectives are met.
  • Participate in all training provided in relation to company products, operating systems, processes, and procedures, and retain knowledge.
  • Any other reasonable duties which may be required by management from time to time.
  • Provide a detailed monthly report of quality results

The above list of key accountabilities is not an exhaustive list and may change from time to time based on business needs.

Experience & Personal Attributes

  • Experience in Pension Administration
  • Good working knowledge of Microsoft Office programs (Outlook, Excel, Word and Visio)
  • Experience within customer service / contact centre in a QA role
  • Strong analytical skills, able to gather and interpret data, ability to spot trends
  • Able to work under pressure and thrive working in a fast paced, target driven environment
  • Passion for delivering first class customer service with a primary focus on quality and customer experience
  • Active collaborator who excels in a team environment
  • Drives to succeed; hard working and seeks continuous improvement
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