Senior Technical and Quality Assurance Analyst

Isio; Croydon; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading company in pension advisory is seeking a Senior Technical and Quality Assurance Analyst in Croydon. The successful candidate will lead improvement activities, handle complaints, and support audits while contributing to quality assurance measures. Ideal applicants will possess strong technical knowledge and relevant experience in the defined benefit sector, leveraging their skills to enhance client services.

Benefits

Flexible working arrangements

Paid volunteering days

Study assistance

Environment promoting work-life balance

Qualifications

• Experience in Third-Party Administration sector.
• Ability to work independently and under pressure.
• Experience training others and preparing reports.

Responsibilities

• Handling complaints and errors, writing responses, and identifying trends.
• Assisting with audits for ISO, AAF, and PASA accreditations.
• Conducting internal quality assurance audits against standards.

Skills

Strong complaint handling

Audit management

Excellent technical knowledge

Strong communication

Advanced numerical skills

Education

A-Level or equivalent

APMI certification

DPA certification

Tools

Profund

oPen 2

Intellipen

Bizflow

Job description

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Senior Technical and Quality Assurance Analyst, Croydon

Client: Isio

Location: Croydon, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: 5c03e4ac9361

Job Views: 39

Posted: 24.06.2025

Expiry Date: 08.08.2025

Job Description:

About Us

Isio was ‘born’ in [year missing], and we’ve been challenging existing thinking on pensions, benefits, and investment advice ever since. We provide companies, trustees, and individuals with the highest levels of expertise across our core pensions business, which includes Actuarial & Consulting and Pensions Administration, as well as our complementary services: Investment Advisory, Reward & Benefits, and Wealth Planning.

Our heritage gives us a unique edge. Decades of experience, combined with the independence we enjoy today, enables us to be agile and invest quickly in innovative new solutions for our clients and society.

Our relentless focus for better means we challenge tradition with the clear ambition to bring our industry into the modern world. We achieve this in close collaboration with our clients, day in, day out.

Though Isio is a young company, our people are some of the most experienced in their fields, with proven track records of achieving commercial advantage for clients across pensions. Improving long-standing industry practices continues to drive us forward. We are proud to work with a third of the FTSE, with over [number missing] boards of trustees, and across all sectors.

Isio is committed to delivering better opportunities for our people and clients. Since launching, we acquired Premier Pensions Management Ltd. to extend our services, and recently acquired Deloitte Total Rewards & Benefits Ltd., positioning us as one of the largest pensions advisory firms in the UK.

We are a People First business, supporting your goals through study assistance, flexible working arrangements, and paid volunteering days. We aim to create an environment where you can succeed and develop your skills.

We are dedicated to equality, diversity, and inclusion—bringing your whole self to work every day. With hubs across the UK, many roles offer flexible locations to promote work-life balance.

Isio Group is an equal opportunities employer and welcomes applications from all qualified candidates.

Senior Technical & Quality Assurance Analyst

The Technical & Quality Assurance team handles and analyzes complaints and errors within Operational teams. They provide expert advice, lead improvement activities, identify technical issues, and learn from best practices.

The team reports to the Head of Technical & Quality Assurance and supports Operational teams and senior management.

Role and Responsibilities

The main duties include:

• Complaint and error handling.
• Assisting with audits for ISO, AAF, and PASA accreditations.
• Conducting internal quality assurance audits against standards.
• Identifying performance measures and implementing improvements.
• Staying updated on technical standards and communicating them across teams.

Complaints and Errors

• Handling and analyzing complaints and errors, writing responses, identifying trends, and recommending improvements.
• Monitoring logs and working with teams to resolve complaints.
• Collaborating with Risk and Operational teams on liability and reputational issues.

Audit

• Supporting audits for AAF, ISO, and PASA.
• Implementing audit improvements.
• Performing the Quality Manager role within ISO Quality Management System.

Quality Assurance

• Developing measures and indicators to meet standards and legal requirements.
• Conducting internal audits and providing feedback.
• Reporting outcomes to senior management.

Process / Best Practice

• Developing and implementing processes aligned with best practices.
• Training staff on standards and legislative requirements.
• Maintaining standard communications and member web content.

Technical

• Communicating technical and regulatory updates.
• Providing technical support in meetings.
• Updating technical information and procedures.

Experience and Competencies

The ideal candidate will have experience in the Third-Party Administration sector, strong communication, advanced numerical skills, and the ability to work independently and under pressure. Key requirements include:

• Experience with administration services for Defined Benefit pension schemes.
• Strong complaint handling and audit management skills.
• Excellent technical and legislative knowledge.
• Experience training others and preparing reports.
• Qualifications: A-Level or equivalent, and professional certifications such as APMI or DPA.
• Experience with Profund, oPen 2, Intellipen, Bizflow, and supporting AAF, ISO, and PASA.