JOB DESCRIPTION
RESPONSIBILITIES
Quality Assurance framework and approach
- Assist with the development of the Quality Assurance framework, approach and team. Adhere to the quality assurance framework across the Customer Care teams (UK & Offshore), identifying themes, coaching areas, training needs and identifying best practices and reporting findings to the QA Manager.
- Reviewing appropriate governance of all Quality Improvement activities.
- Assist with preparation for LifeSight at OGB internal quality forums and root cause analysis meetings
Quality Assurance operations
- Provide support to QA Manager in their administration and service centre leaders on quality and customer service matters.
- Provide evidence to support impact of changes to improve quality assurance and enhance customer experience.
- Review compliant administrative process and document findings
- Identifying potential sources of errors and/or process failures and suggesting improvements
- Employ principles and techniques as defined in the quality review criteria, and follow quality assurance standards, processes, and controls
- Involvement in call and case quality reviews under QA Manager direction
- Following up with QA Manager when mistakes are found during internal audit process
- Work closely with QA Manager to pro-actively record any new issues or risks identified through case and call reviews to ensure suitable controls are in place
Reporting
- Collaboration with QA Manager regarding the QA monthly, and ad-hoc quality reporting and analysis and, including identifying themes
- Collaboration with QA Manager on the production of a monthly Quality Review and Report covering a sample of calls and transactions completed on the LifeSight team
People
- Work alongside our offshore team who are responsible for Quality Assurance, maintaining positive communication, motivating and coaching all team members to ensure they achieve set objectives
OpEx
- Adherence to the change control process and ensuring accuracy of the process and delivery to time and cost targets
- Championing the agile way of working and continuous improvement – leading by example
Team
- Escalating areas of concern to the QA Manager as appropriate
- Training and supporting colleagues, as appropriate, across team
- Working with your team and the business to create a positive working environment
- Partnering, collaborating, and contributing to team cohesion and wellbeing, which is paramount
- Investing in own wellbeing and development, with support from QA Manager
- Participating and contributing to daily stand ups / huddles, team meetings and retrospectives
- Deputise in the absence of the QA Manager
- LS have a one team mentality - team harmony whilst delivering constantly with quality, is key to values
The Requirements
- Experience of dealing with DC occupational pension schemes
- Understanding of requirements regarding Quality Assurance strategy and processes
- Strong pension technical knowledge
- Clear and effective communication skills – verbal and written
- Experience of collaborative stakeholder management, specifically at customer facing and senior management levels
- Strong influencing, negotiation and relationship building skills
- Excellent organisational skills, able to prioritise key tasks and focus on delivering them
- Emphasis on attention to detail and accuracy
- Flexible approach and positive attitude and communication style
Salary
Competitive
Monthly based
Location
Bothel and Threapland, Cumberland, England, United Kingdom, England, United Kingdom
Job Overview
Location
Bothel and Threapland, Cumberland, England, United Kingdom, England, United Kingdom
