Quality Analyst - Trading Services

Job Title: Quality Analyst - Trading Services

Job Description:

So, who are we? We're IG Group.

No, not Instagram – though we're a pretty big deal ourselves. We're a global, FTSE-listed company made up of a collection of progressive fintech brands in the world of online trading and investing.

The best part?

We've snapped up many awards for our top-class platforms, forward-thinking products, and incredible employee experiences. We believe in financial freedom.

And our purpose is to help ambitious people achieve it.

Around , people use our groundbreaking technology and forward-thinking platforms to trade the financial products they know and love. Did we mention we have offices in 18 countries?

Yes, when you join IG Group, you'll have the chance to work across multiple brands, with people all over the world. Join us for an exciting future and let's innovate together! We believe that a diverse workforce brings creative energy to our business, powers innovation and sets us up for continued global success.

We're committed to developing teams of individuals with a wide variety of perspectives and skills to help us realise our vision and strategy. So, we welcome people of any age, ethnicity, culture, faith, gender identity or expression, sexual orientation or physical capacity who connect with our values and bring something fresh to our business.

What you'll do:

This role sits at the intersection of quality assurance and client experience. As a member of the Training and Development (T&D) team, the Quality Analyst will assess client interactions across multiple channels (phone, email, and chat).

You will evaluate service quality, focusing on internal quality metrics, CSAT scores, and the overall client journey. Your role will support the Trading Services team in identifying key areas for improvement, driving performance improvements, and ensuring high standards of client service.

Collaborating with various teams within Trading Services, you'll be integral to maintaining our service excellence and continuously refining our approach to client interactions. Your responsibilities will include:

1. Conducting regular evaluations of client interactions (via phone, email, and chat), focusing on CSAT, internal quality metrics, and overall service quality.
2. Providing actionable feedback and coaching to Trading Services Analysts and Trainee Sales Traders to foster performance improvements.
3. Developing a deep understanding of current procedures, policies, and processes to align evaluations with business objectives.
4. Identifying trends and recurring issues from client interactions and suggesting areas for service delivery improvement.
5. Collaborating within the Training and Development team to align training materials with evaluation results.
6. Monitoring team performance against established quality metrics and KPIs, ensuring adherence to service standards.
7. Assisting in the creation and updating of internal feedback forms and evaluation tools.
8. Reporting evaluation results to management, highlighting insights, trends, and recommendations for process improvements.
9. Liaising with other teams, including Trading Services and Client Services, to communicate concerns and recommend corrective actions.
10. Ensuring adherence to IG's Tone of Voice and brand experience principles.

Where you'll work:

As part of our hybrid working environment, you'll split your time between home and the office. In this way, you'll be able to enjoy a better work-life balance and always bring your best self to your role.

At the office, you'll have access to everything you'd expect from a world-class employer, such as a modern working environment, agile spaces, private quiet rooms and breakout areas. Plus, all our offices are located in iconic city centres, close to everything you might need for a rewarding working experience.

Who we're looking for:

You're curious about things like the client experience, the rapid developments in tech, and the complex world of fintech regulation. You're also a confident, creative thinker with a knack for innovating.

We know that you know every problem has a solution.

Here, you can try new ideas and lead the way in creating inspiring experiences for our clients and everyone around you. We don't fit the corporate stereotype. If you want to work for a traditional, suit-and-tie corporate that just gives you a pay cheque at the end of the month, we might not be for you. But, if you have that IG Group energy and you can stand behind what we believe in, let's raise the bar together.

What you'll need for this role:

We're looking for individuals who have a passion for delivering high-quality client service and an eye for detail. To succeed in this role, you'll need:

1. Strong analytical skills with the ability to assess client interactions and interpret performance data.
2. Excellent communication skills to provide clear, constructive feedback to team members.
3. A solid understanding of client service standards and best practices in quality assurance.
4. The ability to manage multiple priorities and work effectively under pressure.
5. Strong organizational skills and a proactive, solution-oriented approach to challenges.
6. Familiarity with working with performance metrics such as CSAT and FTR.
7. Flexibility to work in rotational shifts to support global coverage for the department.
8. A university degree or equivalent experience.
9. At least 12 months of experience within Trading Services, with a preference for those with experience in evaluation monitoring.
10. A solid understanding of internal products and processes, along with strong performance in Trading Services.

How you'll grow:

When you join IG Group, we want you to have more than a job – we want you to have a career. And you can. If you spot an opportunity, we want you to chase it.

Stretch yourself, challenge your self-beliefs and go for the things you dream of. With internal and external learning opportunities, and the tools to help you skyrocket to success, we'll support you all the way. And these opportunities truly are endless because we have some bold targets. We plan to expand our global presence, increase revenue growth, and ultimately deliver the world's best trading experience. We'd love to have you along for the ride.

Number of openings: 1