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- Tasks: Ensure quality and compliance in client services through analysis and feedback.
- Company: Aberdeen is a leading Wealth & Investments group in the UK, focused on client-centric solutions.
- Benefits: Enjoy 40 days annual leave, private healthcare, and flexible working options.
- Why this job: Join a culture of continuous improvement and make a positive impact on clients' lives.
- Qualifications: Experience in quality assurance within financial services and strong analytical skills required.
- Other info: Hybrid working model with a commitment to inclusivity and diversity.
The predicted salary is between 28800 - 43200 £ per year.
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Job Description
At Aberdeen, our ambition is to be the UKs leading Wealth & Investments group.
Job Description
At Aberdeen, our ambition is to be the UKs leading Wealth & Investments group.
Strengthening talent and culture is one of our strategic priorities. We strive to make Aberdeen a great place to work so that we can attract and retain the industrys best talent.
Our people put our stakeholders at the heart of everything they do by helping us to make a positive difference to the lives of our clients, customers, colleagues, shareholders, and society. We are focused on growing our direct and advised wealth platforms and repositioning our specialist asset management business to meet client demand. We are committed to providing excellent client service, supported by leading technology and talent.
Aberdeen Comprises Three Businesses, Interactive Investor (ii), Investments, And Adviser, Each Of Which Focuses On Meeting And Adapting To Our Clients Evolving Needs
- interactive investor, the UKs second largest direct-to-consumer investment platform, enables individuals in the UK to plan, save, and invest in the way that works for them.
- Our Adviser business provides financial planning solutions and technology for UK financial advisers, enabling them to create value for their customers.
- Our Investments business is a specialist asset manager that focuses on areas where we have both strength and scale to capitalise on the key themes shaping the market, through either public markets or alternative asset classes.
About The Role
The Outcome & Quality Assurance Analyst plays a vital role in ensuring regulatory compliance, service excellence, and the delivery of customer-centric outcomes within the Client Experience function. Reporting to the Client Outcome Assurance & Action Manager, this hybrid role combines analytical insight, assurance sampling, and driving continuous improvement across various workstreams.
Key Responsibilities
- Perform Outcome & Quality assurance sampling across various workstreams within the Client Experience department, including but not restricted to, Complaints, AFC and the Client Engagement Hub (CEH)
- Provide clear, constructive feedback to agents to support remedial action and development
- Use MI to identify trends, root causes, and areas of improvement, escalating insights
- Contribute to maintaining a strong internal control environment
- Collaborate as a team, conducting peer reviews as required to ensure consistency and fairness in approach
- Encounter confidential information and will be required to always act with discretion and professionalism
- Identify MI requirements and support the delivery of detailed daily/weekly/monthly reporting themes, trends & root cause analysis to senior management
- Drive the resolution of improvement actions with key stakeholders
- Maximise the use of systems and software to develop and maintain MI reporting
- Strive for identifying continuous improvement opportunities and execute accordingly
- Build and maintain key relationships with business stakeholders
About The Candidate
- Strong experience in Outcome & Quality Assurance sampling in financial services
- Proven experience in conducting reviews and delivering feedback face to face and via email
- Excellent stakeholder engagement and relationship-building capabilities
- Proficiency in Salesforce, Microsoft Excel, and other reporting and communication tools
- Demonstrates discretion and professionalism when handling sensitive data
- Has the ability to work both collaboratively and independently, with good prioritisation and time management effectively balancing a varied workload
- A proactive approach to problem solving, taking ownership of issues and determination to follow tasks through to completion Experience in using structured MI to inform regulatory compliance actions
- Complaint handling and/or experience conducting AML/AFC reviews including relevant legislation
We are proud to be a Disability Confident Committed employer. If you have a disability and would like to apply to one of our UK roles under the Disability Confident Scheme, please notify us by completing the relevant section in our candidate questionnaire. One of our team will reach out to support you through your application process.
Our Benefits
There\’s more to working life than coming home with a good salary. We have an environment where you can learn, get involved and be supported.
When you join us, your reward will be one of the best around. This includes 40 days annual leave, a 16% employer pension contribution, a discretionary performance-based bonus (where applicable), private healthcare and a range of flexible benefits including gym discounts, season ticket loans and access to an employee discount portal. You can read more about our benefits here.
Our business
Enabling our clients to be better investors drives everything we do. Our business is structured around three distinct areas our vectors of growth focused on our clients changing needs. You can find out more about what we do here.
An inclusive way of working
Whatever way you like to work, if you have the talent and commitment to join our team, wed like to hear from you.
At Aberdeen weve adopted a blended working approach. This approach combines the benefits of face-to-face collaboration, coaching and connecting in our offices with the flexibility of working from home. It enables colleagues to find a balance that works for their roles, their teams, our clients and our business.
An inclusive culture, where diverse perspectives drive our actions, is at the core of who we are and what we do. If you need assistance with your application, or a reasonable adjustment to your interview arrangements for example, because you are neurodivergent, or have a physical, sensory, cognitive, mental, visible or invisible disability please let us know and well be happy to help.
Were committed to providing an inclusive workplace where all forms of difference are valued and which is free from any form of unfair or unlawful treatment. We define diversity in its broadest sense this includes but is not limited to our diversity of educational and professional backgrounds, experience, cognitive and neurodiversity, age, gender, gender identity, sexual orientation, disability, religion or belief and ethnicity and geographical provenance. We support a culture that values meritocracy, fairness and transparency and welcomes enquiries from everyone.
If you need assistance or an adjustment due to a disability please let us know as part of your application and we will assist.
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Outcome and Quality Assurance Analyst employer: aberdeen
Contact Detail:
aberdeen Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Outcome and Quality Assurance Analyst
✨Tip Number 1
Familiarise yourself with the key responsibilities of the Outcome and Quality Assurance Analyst role. Understanding the specific workstreams, such as Complaints and Client Engagement Hub, will help you demonstrate your knowledge during interviews.
✨Tip Number 2
Network with current or former employees at Aberdeen to gain insights into their company culture and expectations for this role. This can provide you with valuable information that you can use to tailor your approach.
✨Tip Number 3
Brush up on your skills in Salesforce and Microsoft Excel, as these tools are crucial for the role. Consider taking online courses or tutorials to enhance your proficiency, which will make you a more attractive candidate.
✨Tip Number 4
Prepare examples of how you've successfully handled quality assurance processes in previous roles. Being able to discuss specific instances where you've driven improvements or resolved issues will showcase your expertise and problem-solving abilities.
We think you need these skills to ace Outcome and Quality Assurance Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in Outcome & Quality Assurance, particularly in financial services. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your analytical skills and experience with MI reporting. Mention specific examples of how you've contributed to service excellence and compliance in previous roles.
Highlight Stakeholder Engagement Skills: In your application, emphasise your ability to build relationships with stakeholders. Provide examples of how you've successfully collaborated with teams or clients to drive improvements.
Showcase Problem-Solving Abilities: Demonstrate your proactive approach to problem-solving in your application. Include instances where you've identified issues and implemented solutions, particularly in quality assurance contexts.
How to prepare for a job interview at aberdeen
✨Understand the Role
Make sure you thoroughly understand the responsibilities of the Outcome and Quality Assurance Analyst position. Familiarise yourself with key terms like 'regulatory compliance', 'assurance sampling', and 'customer-centric outcomes' to demonstrate your knowledge during the interview.
✨Showcase Your Analytical Skills
Prepare examples from your past experience where you've successfully used analytical insights to drive improvements. Be ready to discuss how you identified trends and root causes, as this is crucial for the role.
✨Emphasise Stakeholder Engagement
Highlight your experience in building relationships with stakeholders. Be prepared to share specific instances where your communication skills helped resolve issues or improve processes, as this will be key in your role at Aberdeen.
✨Demonstrate Discretion and Professionalism
Since you'll be handling confidential information, it's important to convey your understanding of discretion and professionalism. Share examples of how you've managed sensitive data in previous roles to reassure the interviewers of your reliability.
