At a Glance
- Tasks: Analyse data to improve customer experience and ensure high-quality outcomes.
- Company: Dynamic banking institution focused on customer satisfaction and continuous improvement.
- Benefits: Private medical insurance, competitive pension, performance bonuses, and wellness options.
- Other info: Hybrid working model with opportunities for training and personal development.
- Why this job: Make a real difference in customer experiences while developing your skills in a supportive environment.
- Qualifications: Strong analytical skills, attention to detail, and excellent communication abilities.
The predicted salary is between 35000 - 45000 € per year.
The Quality Assurance Consultant plays a key role in supporting Business Banking Operations to deliver consistent, high‑quality, customer‑focused outcomes. The role focuses on insight, assurance, continuous improvement, and colleague development, ensuring activity is delivered safely, compliantly, and in line with risk and regulatory expectations.
Working Arrangement: We offer hybrid working wherever possible. Colleagues will be encouraged to work from the office, balancing home and office work to solve problems and foster collaboration.
Responsibilities:
- Analyzing complaints, Customer Effort Score (CES) and quality data daily to identify root causes, trends and customer experience issues.
- Documenting insights and recommending practical improvements that reduce repeat issues and improve right‑first‑timeout outcomes.
- Preparing and maintaining Management Information (MI) for core stakeholder forums, using complaints insight, quality outcomes and demand data to highlight risks, emerging themes and customer experience impacts.
- Carrying out quality assurance and governance activities across Business Banking Operations, including quality checking, root cause analysis, risk‑based decision making and ensuring teams operate within regulatory, risk and control expectations.
- Working closely with operational teams to improve customer experience, supporting continuous improvement activity, reviewing customer journeys, coaching on quality standards, and ensuring changes are delivered safely, compliantly and with the customer at the centre.
Qualifications:
- Good knowledge of Business Banking Operations processes, particularly account management, and an understanding of how day‑to‑day operational activity impacts customers.
- Exceptional organisational and administrative skills, with evidence of managing your own workload, completing tasks accurately and meeting tight or competing deadlines.
- Excellent communication skills, including the ability to present information clearly and confidently and to produce accurate, well‑structured written content suitable for stakeholders.
- Analytical ability, with experience reviewing and working with different types of operational or quality data and explaining what the data shows in a clear and practical way.
- Track record of delivering accurate and effective work, demonstrating strong attention to detail and consistency in output.
- Ability to learn quickly and work collaboratively as part of a team, while also being proactive and able to work autonomously when required, turning ideas into practical solutions.
- Demonstrable familiarity with Microsoft tools (Outlook, Word, Excel, PowerPoint).
Benefits:
- Access to private medical insurance.
- A highly competitive pension.
- Access to an annual performance‑related bonus.
- Training and development opportunities.
- Additional benefits through the salary sacrifice scheme.
- Life assurance.
- Wellhub – health and wellness options.
- Up to 2 days of paid volunteering per year.
Quality Assurance Consultant in Glasgow employer: Description This
As a Quality Assurance Consultant with us, you'll thrive in a dynamic work environment that prioritises collaboration and continuous improvement. Our hybrid working model allows you to balance office and home life while benefiting from comprehensive training and development opportunities, private medical insurance, and a competitive pension scheme. Join us in Glasgow or Edinburgh, where your contributions will directly enhance customer experiences and drive meaningful change within Business Banking Operations.
StudySmarter Expert Advice🤫
We think this is how you could land Quality Assurance Consultant in Glasgow
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend events, and connect on LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that Quality Assurance Consultant role.
✨Tip Number 2
Prepare for those interviews by practising common questions related to quality assurance and customer experience. We recommend doing mock interviews with friends or using online resources to boost your confidence and nail your responses.
✨Tip Number 3
Showcase your analytical skills! Bring examples of how you've used data to improve processes or customer experiences in past roles. We want to see how you can apply that knowledge to the job at hand.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Quality Assurance Consultant in Glasgow
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Quality Assurance Consultant role. Highlight your experience in Business Banking Operations and how it aligns with the responsibilities mentioned in the job description.
Showcase Your Analytical Skills:Since the role involves analysing data and identifying trends, be sure to include examples of how you've successfully used data analysis in previous roles. This will show us that you can handle the analytical side of the job.
Communicate Clearly:Your written communication skills are crucial for this position. Ensure your application is well-structured and free of errors. We want to see that you can present information clearly and confidently, just like you would in the role.
Apply Through Our Website:We encourage you to apply directly 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!
How to prepare for a job interview at Description This
✨Know Your Stuff
Make sure you brush up on Business Banking Operations processes, especially account management. Understanding how daily operations impact customers will give you a solid foundation to discuss during the interview.
✨Data is Your Friend
Familiarise yourself with analysing complaints and quality data. Be ready to talk about how you've used data to identify trends or root causes in past roles, as this will show your analytical skills and ability to improve customer experiences.
✨Communicate Clearly
Practice presenting information clearly and confidently. You might be asked to explain complex ideas or data, so being able to articulate your thoughts in a structured way will impress the interviewers.
✨Show Your Collaborative Spirit
Highlight your experience working in teams and how you've contributed to continuous improvement activities. Share examples of how you've coached others or worked autonomously to turn ideas into practical solutions, as this aligns with the role's focus on colleague development.
