Quality Assurance Analyst in Glasgow

About the role

Ensuring we deliver excellent service to our customers with a key focus on testing, identifying and rectifying potential defects. Continuously drive improvement in customer processes by ensuring feedback is captured and acted upon via key stakeholders.

Key responsibilities

• Reviewing customer service processes and ensuring they meet required and documented standards.
• Review of recorded customer voice interactions against the SF Customer Experience guidelines.
• Testing key controls within customer delivery processes are being operated as designed and are delivering the desired customer outcomes.
• Identifying and recommending process and control improvements to help drive quality.
• Performing trend analysis and reporting to management

Qualifications and skills

• Experience in Financial Services (Mandatory)
• Contact Centre processes and procedures.
• Life products/ investment experience.
• Pension journey knowledge.
• Microsoft Packages (Word & Excel)
• Customer Service skills. Has experience in, and be comfortable with, reviewing and checking the work of other colleagues.
• Demonstrate a desire to help drive improvement and deliver great outcomes for SF`s customers.
• Possesses confidence to engage with a variety of stakeholders, including CS team leaders and managers.
• A strong attention to detail and focus on accuracy.
• Excellent communication skills – both written and verbal.
• Enjoys working in a changing environment on new tasks.
• Can manage personal workload.
• Is comfortable challenging and enhancing current processes as well as developing new processes.
• Ability to examine information or a situation in detail identifying key information.

Scottish Friendly Values

We would like you to demonstrate the Scottish Friendly values in your role:

WE’RE IN THIS TOGETHER

• collaborate and value each other’s opinion
• a small team with a big impact
• support each other to thrive and grow

WE CARE ABOUT OUR CUSTOMERS

• customers are at the heart of everything we do
• committed to doing the right things for our customers
• listen to and learn from our customers

WE KEEP MOVING FORWARD

• always see change as an opportunity
• progress is based on careful management of our risks
• have the courage to test new ideas and learn from them