Quality and Training Analyst

We’re looking for a talented and enthusiastic individual to join our team as a Quality Assurance and Training Analyst to deliver an inspired support service to the Client Solutions teams, helping support and promote excellent customer outcomes by quality checking interactions and supporting the training delivery we provide to the Client Solutions team. This role is an opportunity to join a newly re-imagined team with great ambitions in elevating and supporting the service we deliver in our drive to be best loved platform.

You should be adaptable to change and depending on business needs there may be an ask to work across several work streams to support delivery within Client Solutions and its BAU/Enterprise operating models, as well as supporting change projects and managing key stakeholder relationships within the business. 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 training and are service obsessed, this exciting role is for you.

We’ll be relying on you to:

• Maintain and deliver a robust quality assurance framework for the Client Solutions team.
• Carry out regular reviews on customer interactions for all team members (including live chat, Jira messaging, phone calls and emails).
• 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.
• Provide induction overviews to new client solutions staff.
• Support the client solutions team with ongoing learning needs by conducting ad hoc training.
• Assist with the Clever Nelly functionality – reviewing data, maintaining question banks, sharing information in regular meeting with Team Managers.
• Assist with the Illuminate Learn functionality – reviewing and building training suggestions on our Client Solutions portal, reviewing data, preparing and maintaining content, sharing information.
• 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.

A bit about you:

• You love to work with smart people and know there is almost always a better way of doing things even if it can’t be delivered immediately.
• Smaller teams, a flat structure, constantly learning, being challenged, having your own chunk of responsibility, and being trusted to make it happen.
• You want to be part of a collaborative culture where you feel empowered but always know you’ll never be left alone.

In addition, we would like the person in the role to have:

• 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.
• An excellent understanding of wrap platforms and financial services legislation.
• 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 forward.
• 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.
• Ability to create/adapt training material suitable for the target audience and purpose.
• A confident but empathetic manner when facilitating training.
• Ability to analyse training feedback to aid in shaping future sessions.
• The ability to be accountable for your own work and deadlines and to be proactive with your own learning and development.

Values and Behaviours:

• Positively demonstrate the Nucleus values and behaviours.
• Always ensure compliance with Code of Conduct.

A bit about us

Our purpose at Nucleus is to transform financial services and create better outcomes for our advisers and their clients. It is this purpose that drives everything we do. Whether you are working in a role that is client facing or not, you’ll need to be service obsessed to work here. It’s a fast paced and exciting environment, and one where we believe you will get the chance to fulfil your potential and do work that really matters, to you and our clients. We believe in you having your own chunk of responsibility and being trusted to make things happen. Nucleus’ culture is something our people believe sets us apart from other places they’ve worked.

Inclusion and diversity at Nucleus

As with most things in life, who cares, wins. We really care about inclusion. For us this is not a box-ticking thing, it’s a commercial imperative. It isn’t about being PC. It’s about being future relevant and durable.

We offer a generous blend of benefits for the things that really matter to our people, including pension, bonus, enhanced parental leave, paid time off for emergencies, health and wellbeing initiatives and flexible working options.