Quality Assurance Analyst
Nucleus
Job Description
About the Role
We're looking for a talented and enthusiastic individual to join our team as a Quality Assurance Analyst to deliver an inspired support service to our customer service teams by helping develop and promote excellent customer outcomes. You will be an advocate for understanding and driving the essential role that Quality Assurance provides and hold the ability to deliver elevated coaching sessions to aid development. This role is an opportunity to join a team with great ambitions in elevating and supporting the service we deliver in our drive to be best loved. At Nucleus we aim to be the UK's best loved retirement wealth platform, and our customer service plays a vital part in this. This role will work to ensure that we are striving to be the best we can be - this will make it simpler for customers to contact us via their preferred method and at their chosen time, always receiving the same consistently exceptional level of service when they do. You'll establish a broad knowledge of all departments within the business, understanding our customers and where we can apply support to increase service. If you're passionate about quality and helping develop others around you and are service obsessed, this exciting role is for you.
Key Responsibilities
- Prepare and maintain robust review records.
- Provide written and verbal feedback to individuals and team managers.
- Produce detailed feedback summaries reinforcing positive feedback and highlighting areas for improvement including conduct concerns, risk event requirements and training needs.
- Identify trends which lead to poor outcomes and suggest appropriate action plans to prevent recurrence.
- Share best practice with customer facing teams.
- Champion the Nucleus values and brand in all aspects of the role.
- Be a great team player and work with colleagues to ensure team objectives and deadlines are met.
- Take responsibility in everything you do to deliver good outcomes for our customers.
- Positively demonstrate the Nucleus values and behaviours.
- Ensure compliance with Code of Conduct at all times.
Requirements
- A proven track record of delivering high quality work in your current role.
- Excellent knowledge of our products, services, and procedures or the ability to learn new things quickly.
- Excellent written and verbal communication skills, with the ability to provide feedback in an empathetic, constructive, and tactful way.
- Excellent attention to detail and strong analytical skills.
- Strong collaboration skills, able to work closely with people leaders and individuals to share quality results.
- An ability to identify process and functionality gaps from review outcomes and to drive these forwards.
- A desire for continuous improvement.
- A good understanding of our values and brand and the ability to actively promote them.
- A customer-centric attitude and a passion for creating the best outcomes for customers.
- A positive attitude and be a role-model for excellent customer service.
- The ability to be accountable for your own work and deadlines and to be proactive with your own learning and development.
Nice to Have
- None explicitly mentioned in the description.
Qualifications
- None explicitly specified; experience and skills are emphasized.
Benefits & Perks
- A non-contributory pension.
- Bonus.
- Enhanced parental leave.
- Paid time off for emergencies.
- Health and wellbeing initiatives.
- Flexible working options.
Working at Nucleus
We are the Nucleus Financial Platforms group and we help make retirement more rewarding. Here at Nucleus, people come first - whether it's our colleagues, or the advisers and customers we support, we know that working in partnership and collaboration leads to the best outcomes. We work hard, and we celebrate hard too. Our culture is one of the many things that sets us apart from the pack. We want to have an environment where our people feel that they can make a real difference, know they'll be rewarded for their efforts and more importantly, enjoy themselves at work. Inclusion and diversity are embedded in our culture and everything we do, as a commercial imperative to create a fair, balanced, and transparent financial services sector.
Job Details
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About Nucleus
Website
nucleusfinancial.com
Company Size
501-1000 employees
Location
Salisbury, NC
Industry
All Other Financial Investment Activities
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