Quality Analyst – Financial Health Operations – Banking

Quality Analyst – Financial Health Operations – Banking London, England

Full Time London, England 10.56 - 12.04 GBP Today
Job description

Quality Analyst – Customer Services – Financial Health Operations

Career Level: 11 Analyst

Location: UK Remote

Salary: up to £32,000 - depending on experience

If you’re passionate, driven and committed to providing a first-class customer experience then we’d love to hear from you.

We at Accenture care deeply about what we do and the impact we have with our clients and communities. At the very heart of this are our people who are diverse, innovative, and committed to delivering excellence.

At Accenture we build careers. We have mentors, career counsellors and buddies who are all there to support your growth and development. This is a great opportunity work for a company where you are encouraged to bring your best self to work every day and be part of a positive and dynamic team!

As well as a competitive salary of up to £32k, we offer a variety of excellent benefits, including (but not limited to!):

  • Employee Share Purchase Plan

  • Excellent Pension scheme

  • A variety of Health and Wellbeing benefits including individual private medical cover (family can be included at a discounted rate), access to app-based fitness classes and discounts at a range of gyms

  • Employee discounts

  • Three days paid leave per year for charitable work of your choice

  • Excellent employee referral programme with generous bonus payments for introductions


The Quality Analyst is responsible for monitoring and ensuring the Financial Health Operations Agents are meeting the requirement quality and customer outcome standards required by the Bank.

The will cover the following, but not limited to:

  • Listening to call agent’s customer calls and assessing if they meet the required quality standards set by the Bank

  • Reviewing completed customer cases to ensure correct process has been followed, highlighting any non-compliance and communicating with internal stakeholders

  • Conduct high level outcome testing against the Banks framework

  • Input and where necessary lead case clinics with SME’s, Team Leaders to identify trends and suggest remediation activity

The successful candidate will have:

  • Experience working in a Quality orientated role within a retail banking operation, preferably covering financial health/collections

  • Strong understanding of FCA regulations, specifically around understanding customer detriment and what constitutes fair and unfair customer outcomes look like

  • Able to provide consistent output and recommendations on agent calls

  • Knowledge of key and relevant FCA regulations with focus to create a customer centric culture in delivering good customer outcomes to customers

  • Strong stakeholder management skills

  • Be able to challenge processes and suggest areas for transformation and instil a culture of continuous improvement

Quality Analyst – Financial Health Operations – Banking

London, United Kingdom
Julie Sweet
$10+ billion (USD)
10000+ Employees
Company - Public
Business Consulting
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