At a Glance
- Tasks: Conduct quality reviews and improve customer outcomes in financial services.
- Company: Leading global technology and business services provider in Belfast.
- Benefits: Competitive salary, hybrid working, structured training, and career progression.
- Other info: Join a supportive team with opportunities for continuous improvement and best practices.
- Why this job: Make a real impact on customer satisfaction and compliance in a dynamic environment.
- Qualifications: Experience in financial services, strong analytical skills, and excellent communication.
The predicted salary is between 30000 - 40000 £ per year.
Location: Belfast City Centre
Salary: Competitive
Hours: Monday - Friday, 9:00am - 5:00pm
Contract: Permanent
Help drive quality and customer outcomes within Financial Services. Ashton Recruitment is recruiting a Quality Assurance Analyst Life & Pensions on behalf of a leading global technology and business services provider based in Belfast City Centre. This is an excellent opportunity for candidates with experience in financial services, complaints handling, quality assurance, pensions administration, life assurance or compliance who are passionate about delivering exceptional customer outcomes and maintaining high regulatory standards.
Working closely with operational teams, you will assess complaint investigations, review customer communications and identify opportunities to improve quality, consistency and compliance across the business. Following successful completion of probation, hybrid working will be available.
Key Responsibilities
- Conduct quality reviews of complaints, customer interactions and case handling activities
- Assess adherence to FCA regulations, internal policies and client requirements
- Review investigation quality, complaint outcomes and customer correspondence
- Provide constructive feedback and coaching to Complaints Handlers
- Identify trends, risks and opportunities for process improvement
- Produce quality reports and management information (MI)
- Support calibration sessions to ensure consistency across teams
- Work closely with Team Leaders, Operations Managers and Compliance teams
- Contribute to continuous improvement initiatives and best practice standards
Essential Criteria
- Previous experience within financial services, pensions, life assurance, insurance or complaints handling
- Strong analytical and attention-to-detail skills
- Excellent written and verbal communication skills
- Ability to interpret policies, procedures and regulatory requirements
- Strong organisational and stakeholder management skills
- Previous Quality Assurance or Quality Monitoring experience
- Knowledge of FCA complaint handling requirements and Consumer Duty principles
- Experience producing quality reports and performance data
Desirable Criteria
- Experience reviewing complaints within a regulated environment
- Relevant financial services qualifications such as CeFA, R01 or equivalent
What's On Offer?
- Permanent role with a global organisation
- Belfast City Centre location
- Hybrid working after probation
- Structured training and professional development
- Opportunity to work within a specialist Life & Pensions operation
- Long-term career progression within financial services and quality assurance
Important Information
Any offer of employment will be subject to the successful completion of Fit and Proper Person checks in line with Financial Conduct Authority (FCA) requirements. These checks may include regulatory references, criminal record checks and verification of qualifications and employment history.
Ashton Recruitment is acting as a Recruitment Agency in relation to this vacancy.
Quality Assurance Analyst Life & Pensions employer: Ashton Recruitment
As a leading global technology and business services provider located in the vibrant Belfast City Centre, we pride ourselves on fostering a supportive work culture that prioritises employee growth and development. Our commitment to quality assurance in financial services not only ensures exceptional customer outcomes but also offers our team members structured training, hybrid working options post-probation, and long-term career progression opportunities within a specialist Life & Pensions operation.
StudySmarter Expert Advice🤫
We think this is how you could land Quality Assurance Analyst Life & Pensions
✨Tip Number 1
Network like a pro! Reach out to people in the financial services sector, especially those working in quality assurance. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Prepare for interviews by brushing up on FCA regulations and complaint handling processes. We want you to show off your knowledge and passion for delivering exceptional customer outcomes during those crucial conversations.
✨Tip Number 3
Don’t forget to follow up after interviews! A quick thank-you email can keep you fresh in their minds and show your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re the perfect fit.
✨Tip Number 4
Apply through our website for the best chance at landing that Quality Assurance Analyst role. We’ve got all the resources you need to make your application stand out, so don’t miss out!
We think you need these skills to ace Quality Assurance Analyst Life & Pensions
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Quality Assurance Analyst role. Highlight your experience in financial services, especially in complaints handling and quality assurance. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about delivering exceptional customer outcomes and how you can contribute to our team. Keep it concise but impactful – we love a good story!
Showcase Your Analytical Skills:Since this role requires strong analytical skills, make sure to include examples of how you've used these in past roles. Whether it's assessing complaint investigations or producing quality reports, we want to see your thought process!
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and you’ll be on your way!
How to prepare for a job interview at Ashton Recruitment
✨Know Your Regulations
Make sure you brush up on FCA regulations and Consumer Duty principles before the interview. Being able to discuss these topics confidently will show that you understand the compliance landscape and are ready to contribute to maintaining high regulatory standards.
✨Showcase Your Analytical Skills
Prepare examples from your past experience where you've used your analytical skills to assess complaint investigations or improve quality. Be ready to discuss specific situations where your attention to detail made a difference in customer outcomes.
✨Communicate Clearly
Since excellent written and verbal communication skills are essential for this role, practice articulating your thoughts clearly. You might even want to prepare a brief summary of a complex topic related to quality assurance to demonstrate your ability to simplify information.
✨Emphasise Continuous Improvement
Think about how you've contributed to process improvements in previous roles. Be prepared to share specific examples of how you identified trends or risks and what actions you took to enhance quality and consistency within your team.
