Quality Assurance Analyst (3-6 month FTC)

Quality Assurance Analyst (3-6 month FTC) Belfast - Hybrid

We have an exciting opportunity for a Quality Assurance Analyst on a 3-6 month FTC, joining our growing HUB Training & Quality team, to provide technical development (systems, knowledge and process) of our operational teams to ensure all aspects of the service are delivered in an accurate and efficient manner resulting in strong customer outcomes and good customer experiences. This role focuses on independent monitoring (including coaching and feedback), identifying skills and knowledge gaps and qualitative reporting.

Key Responsibilities:

• As part of a team, delivery of the prescribed number of independent checks (phone and cases) required by the T & C policy.
• Collaboratively developing and maintaining appropriate monitoring systems/processes which facilitate the early identification and communication of risks
• Coaching and feedback to individuals/Team Leaders for all ‘red’/amber results effectively, ultimately reducing necessary re-work by supporting development.
• Documenting accurately all issues identified including remedial actions where necessary
• Collaboratively Identifying trends and communicating alongside summary recommendations; initiatives; month on month progress, until all agreed benchmarks are achieved.
• Act as SME for processes undertaken by non-qualified personnel; product rules and supporting legislation; challenging and escalating ambiguity of current processes or literature
• Monthly monitoring of ‘statutory training’ completion
• As part of a team, using DMS to manage all customer operational documents.
• Reviewing regularly (annually as a minimum) in light of customer feedback; QA analysis, ensuring they remain current; engaging; clear and ‘approved’ appropriately.
• Collaboratively drafting/testing new processing guides; Amending and updating existing guides in light of recommended change; new propositions; ambiguity; QA results.
• Adherence of T & C Policy and regulatory policies (e.g. DPA/Money Laundering etc.).
• Develop a culture and support the principles of Treating Customers Fairly understanding and responding effectively to ever changing needs of all customers; reviewing and improving the controls that are in place to ensure both internal and external customers are treated fairly
• Embracing development to help deliver a culture of continuous improvement including, supported by use of a ‘personal development plan' and suggesting/contributing fully to change and process improvements to support the continuous improvement of our service,

Skills and Experience:

• Minimum of 5 GCSEs or equivalent, including English or Maths (grade C or above)
• Previous experience within a quality checking role or performed a sign off function
• PC Literate (MS Office)
• Excellent analysis skills utilising information to build & influence continuous improvement; cost efficiency
• Excellent interpersonal and organisational skills
• Attention to detail with a commitment to delivering work of a high standard
• Organised, precise and enjoy challenging situations, whilst having the persistence to see a job through to conclusion
• Logical, systematic, adaptable and a self-starter, with the ability to research and gather facts, working to clear guidelines and company standards
• Unwavering focus on quality, service and results
• CF1 (UK Financial Services Regulation and Ethics) & FA 2 (Pensions administration) (desirable)

Company Benefits

• A Competitive Salary, Pension Scheme and Life Assurance
• Along with 28 Days Annual Leave plus an Additional Day on us for your Birthday
• Private Medical Cover and Income Protection, just in case
• Opportunity to progress within your career both in-role and within the company
• FREE access to the Headspace App, a 24/7 Employee Assistance Helpline and Trained Physical & Mental Health First Aiders (On-Site)
• A variety of Employee Funded Benefits available to you via our Online Benefits Portal
• Plus, several additional purchase options available for you and your loved ones

Why Just?

At Just you’ll have the opportunity to develop your career, whilst making a difference to the lives of those around you. You’ll be part of a company with a strong and distinctive culture - we’re ambitious, curious and collaborative – and every decision we make centres around being Just and delivering the best outcomes for our customers. We’re committed to building a more sustainable business, and we’re working hard to make progress against our Net Zero targets . We're reducing our reliance on fossil fuels in our offices, switching to more sustainable sources of energy and we're investing more of our money in green and social assets. Valuing diversity of thought and fostering a sense of belonging is critical to our business success, driving innovation and balanced decision making. Our work on DEIB (Diversity, Equity, Inclusion and Belonging) aims to deliver a brilliant employee experience underpinned by a sense of belonging, where our people feel proud to work at Just. We remain committed to our publicly disclosed HM Treasury Women in Finance Charter and Race at Work Charter targets and support a wide range of employee network and events, championing issues including intergenerational working, social mobility and neurodiversity. Be Bold. Be Brilliant. Be Just.