Technical and Quality Assurance Analyst

TN United Kingdom; Birmingham; On-site; GBP 40,000 - 70,000; Full time

Job summary

An innovative firm seeks a Senior Technical & Quality Assurance Analyst to enhance operational excellence. In this role, you will tackle complaints and errors while driving process improvements and ensuring compliance with technical standards. You will collaborate with diverse teams to identify trends and deliver expert guidance, contributing to the continuous enhancement of services. If you have a passion for quality assurance and a commitment to excellence, this is the perfect opportunity to make a significant impact in a dynamic environment.

Benefits

Flexible working arrangements

Paid volunteering days

Study assistance

Diversity and inclusion initiatives

Qualifications

• Several years of experience with Defined Benefit pension schemes.
• Strong technical and legislative knowledge.
• Experience in audit management and continuous improvement.

Responsibilities

• Handle complaints and errors, ensuring effective resolution.
• Conduct internal quality assurance audits and implement improvements.
• Support accreditation audits and maintain compliance standards.

Skills

Complaint Handling

Audit Management

Problem Solving

Communication Skills

Numerical Skills

Education

A-Level or equivalent

Professional qualifications (APMI, DPA)

Tools

Profund

oPen 2

Intellipen

Bizflow

Job description

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Technical and Quality Assurance Analyst, Birmingham

Client: Isio

Location: Birmingham, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: 14137f258590

Job Views: 4

Posted: 02.05.2025

Expiry Date: 16.06.2025

Job Description:

About Us

Isio was ‘born’ in [Year/Place 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.

Although Isio is a young company, our people are some of the most experienced in their fields, with proven track records of achieving commercial advantages for clients across pensions. We continuously improve industry practices and 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. We have acquired Premier Pensions Management Ltd. and Deloitte Total Rewards & Benefits Ltd., positioning us as one of the largest pensions advisory businesses 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 by utilizing and developing your skills.

We are committed to equality, diversity, and inclusion—bringing your whole self to work every day. With hubs across the UK, many roles are flexible in location to support work-life balance.

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

Senior Technical & Quality Assurance Analyst

The team handles complaints and errors within Operations, providing expert advice and leading improvement activities by identifying technical issues and learning from best practices. The team reports to the Head of Technical & Quality Assurance and supports operational teams and senior managers.

Role and Responsibilities

The main duties include:

• Handling complaints and errors.
• Assisting with audits for ISO, AAF, and PASA accreditations.
• Conducting internal quality assurance audits and reviewing samples against standards.
• Implementing process improvements based on measures and performance indicators.
• Ensuring communication and implementation of technical standards across teams.

Complaints and Errors

• Managing complaint and error analysis, responses, and trend identification.
• Monitoring logs and working with teams for resolution.
• Collaborating with Risk and Operational teams on liability and reputational issues.

Audit

• Supporting accreditation audits and implementing improvements.
• Performing the Quality Manager role within ISO QMS.

Quality Assurance

• Setting measures and indicators to ensure standards and legal compliance.
• Conducting internal audits and providing feedback for continuous improvement.
• Reporting to senior management.

Process / Best Practice

• Developing and implementing best practice processes and procedures.
• Training staff on standards and regulations.
• Maintaining communication templates and web content for compliance.

Technical

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

Experience and Competencies Required

The ideal candidate will have experience in third-party administration, strong communication, and numerical skills. They should be team-oriented, capable of working independently, and skilled in problem-solving and continuous improvement. Ability to work under pressure and meet deadlines is essential.

• Several years of experience with administration services for Defined Benefit pension schemes.
• Desire to improve standards and develop procedures.
• Excellent complaint handling and communication skills.
• Experience in audit management and continuous improvement.
• Strong technical and legislative knowledge.
• Experience in training and development.
• Report writing and communication skills.
• A-Level or equivalent qualification.
• Professional qualifications like APMI, DPA, or similar.
• Experience with Profund, oPen 2, and Intellipen.
• Experience with Bizflow.
• Supporting AAF, ISO, and PASA accreditations experience.