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Quality Analyst

Sanderson
Job LocationBristol
EducationNot Mentioned
Salary£20,000 - £23,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Who are DiligentaDiligentas vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do and our aim is to transform our clients operations. A business that has beendescribed as home by existing employees, we drive a culture that is founded on positive change and development.The OpportunityDue to internal progression and continuous company growth, Diligenta are looking for a Quality Analyst to proactively contribute to the completion of outcomes testing and deep dive reviews across all customer service departments and support the deliveryof accurate Management Information. This person will ensure the controls are in place to provide confidence that the quality model is being adhered to in the operation (including the completion of checker audit) and deliver an efficient and effective serviceagainst performance expectations. Identify trends and risks and drive forward actions to ensure impacts to the customer are limited.Youll be:

  • Contributing to the completion of Quality Assurance activities, outcomes testing and deep dives reviews across, customer service teams in accordance with the quality/outcomes testing model, ensuring any identified breaches and trends are reported and raisedwithin the set timescales.
  • Adhering to the controls framework, highlighting risks and concerns with the relevant business area and tracking actions to mitigate future issues/concerns
  • Providing feedback to colleagues of all grades (includes colleagues who may be in a higher grade) in a clear, constructive and timely manner, highlighting potential issues and identifying process improvement opportunities.
  • Ensuring our quality information (i.e. checklists/supporting information) are kept up to date and regularly challenged to ensure aligned to our customer principles.
  • Maintaining own competence including product and system knowledge, and remain compliant with policies, controls and procedures to prevent risk.
  • Coaching and supporting others in own field of expertise, increasing skill set of team.
You should apply if you:
  • Can show good analytical and influencing skills.
  • Are able to work independently with minimum supervision. Able to produce high quality, accurate, reports to strict deadlines.
  • Have experience of investigation techniques.
  • Can demonstrate a reasonable level of experience in other related oversight roles.
  • Have a good knowledge of operational processes.
The Perks
  • 25 days holidays + 8 bank holidays
  • Discretionary annual bonus
  • Company pension scheme membership
  • Gain professional accreditation on completion at no extra cost through our bespoke 24/7 professionally accredited online learning and development tools
  • Access to our Confidential Helpline is available to be used by you and your family
  • Develop your career through a wider global organisation of the TCS family

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