Quality Assurance Analyst Telford, England
Job description
Job Type: Permanent
Location: Telford/Norwich - Office based with potential to work from home
Flexible working: All of our roles are open to part-time, job-share and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process.
Closing Date: 17th August 2023
Salary and benefits: Competitive salary & benefit package, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more
We have an incredible opportunity to join us here at Phoenix Group as a Quality Assurance Analyst to join our Control & Governance team.
Who are we?
We want to be the best place that any of our 6,800 colleagues have ever worked.
We’re the UK’s largest long-term savings and retirement business. We offer our 12 million customers products across our market-leading brands, including Standard Life, SunLife and ReAssure, with c.£259 billion of assets under administration. We’re a FTSE 100 organisation that is tackling key issues such as transitioning our portfolio to net zero by 2050, and we’re not done yet.
The role
As a Quality Assurance Anlayst you willl analyse end to end customer journeys to seek opportunity, through root cause analysis, to improve customer outcomes, and consequently increasing customer satisfaction through, proposition, process and or service delivery. Subsequently to make recommendations based upon findings.
Your Responsibilities
You will put customers’ interests at the heart of how we conduct business whilst completing quality assurance reviews, end to end customer journeys, to ensure it is accurate and correct, to recognise where appropriate urgency and / or vulnerability.
To identify, understand and present improvement opportunity with regard to;
- Propositional Enhancements
- Process Enhancements
- Control Improvements Colleague Development
You will identify trends revealed from quality checks, breaches and complaints and recommend ways to improve quality at individual team member level and at process level. You will also provide subject matter expertise help to process owners, project teams and other managers as requested, to help with process reviews and change projects.
What are we looking for?
We want to hire the whole version of you.
We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you.
If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.
Find out more about #LifeAtPhoenix
- Guide for Candidates: thephoenixgroup.pagetiger.com/guideforcandidates Find or get answers from our colleagues: www.thephoenixgroup.com/careers/talk-to-us
This role is in scope of the transformation of our Reassure business by 2026.
We are extending our existing strategic partnership with the leading IT services provider Tata Consultancy Services (TCS). This means that over the next three years, we’ll be moving our customers to a new technology platform. As well as this, we’ll transition some roles over to TCS’s UK subsidiary, Diligenta. Your recruiter will explain more about this during the recruitment process.
We’re still looking for talented individuals to join us and the small number of advertised roles impacted by this will clearly state so on the job advert.
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