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.nReview of recorded customer voice interactions against the SF Customer Experience guidelines.nTesting key controls within customer delivery processes are being operated as designed and are delivering the desired customer outcomes.nIdentifying and recommending process and control improvements to help drive quality.nPerforming trend analysis and reporting to management

Qualifications and skills

Experience in Financial Services (Mandatory)nContact Centre processes and procedures.nLife products/ investment experience.nPension journey knowledge.nMicrosoft Packages (Word & Excel)nCustomer Service skills. Has experience in, and be comfortable with, reviewing and checking the work of other colleagues.nDemonstrate a desire to help drive improvement and deliver great outcomes for SF`s customers.nPossesses confidence to engage with a variety of stakeholders, including CS team leaders and managers.nA strong attention to detail and focus on accuracy.nExcellent communication skills – both written and verbal.nEnjoys working in a changing environment on new tasks.nCan manage personal workload.nIs comfortable challenging and enhancing current processes as well as developing new processes.nAbility 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 TOGETHERncollaborate and value each other’s opinionna small team with a big impactnsupport each other to thrive and grownWE CARE ABOUT OUR CUSTOMERSncustomers are at the heart of everything we doncommitted to doing the right things for our customersnlisten to and learn from our customersnWE KEEP MOVING FORWARDnalways see change as an opportunitynprogress is based on careful management of our risksnhave the courage to test new ideas and learn from them