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SalaryDiligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.
We are looking for a Senior Quality Analyst to drive the completion of Control Activities, Outcomes Testing and Deep Dives across all Customer Service Departments. You will be dealing with complex transactions and customers queries, whilst supporting and coaching colleagues to build sound working relationships both internally and externally.
You will be a role model for our Values and Behaviours, and deliver an efficient and effective service, against stretching performance expectations in line with our Vision and Strategy.
- Providing Customer Service Team Managers with support and interpretation of Quality/Outcomes testing MI, whilst proactively identifying and delivering improvements by interpreting key trends, understanding root cause and any potential process improvement opportunities, and highlighting and driving forward deep dive opportunities/recommendations, within agreed service standards.
- Monitoring and maintaining key team controls and review in line with department risk plan and risk profile for Team Manager.
- Supporting the Team manager with localised People management, agreeing holidays in line with Customer demand and completing other colleague related activities, i.e. Return to works and coaching/supporting colleagues to improve team performance and ensure procedures and relevant regulatory requirements/codes are met.
- Delivering change and improvement by focussing on solutions and way forward, supporting colleagues on the team with delivery of their CI ideas.
- Ability to work under pressure and be flexible in relation to workload and its prioritisation.
- Knowledge of investigations techniques.
- A reasonable level of experience in other related Oversight roles.
- Good knowledge of operational processes.
- Able to work independently with minimum supervision. Able to produce high quality, accurate, reports to strict deadlines.
- 25 days holidays + 8 bank holidays
- Discretionary annual bonus
- Company pension scheme membership
- Gain professional accreditation on completion at no extra cost through our bespoke 24/7 professionally accredited online learning and development tools
- Access to our Confidential Helpline is available to be used by you and your family
- Develop your career through a wider global organisation of the TCS family
