We're looking to recruit a PRT (Pension Risk Transfer) Quality Analyst to join our team in Hove. You will have a good knowledge of Defined Benefits pensions and you should be familiar with Retirement products and processes within the PRT Area in order to undertake successful QA sampling. 

Using detailed process knowledge, undertake Quality Assurance assessments of individual performance and process risk to a consistently high standard across PRT Client Services.

Provide daily one-to-one coaching and feedback to Team Managers and team members based on QA results, documenting action points or escalating to line management in order to seek agreement as appropriate.　

Proactively evaluate data trends and QA anomalies in order to project future performance and the impact on quality and TCF. From this analysis identify training needs and opportunities to develop / re-engineer the operational processes to be fed into the Continuous Improvement Team.

Analyse feedback from all sources to ensure that customers’ reasonable expectations of performance and service are met and where failings are identified; provide information to relevant areas to enable changes to be made.

Provide accurate and timely data to operational and oversight management that clearly defines performance improvement recommendations

Take responsibility for queries and referrals into the team ensuring that all necessary information is gathered so that an accurate response can be given promptly.

Undertake project work as required.

A good understanding of DB Pensions and a very good knowledge of our processes will be needed for QA sampling.

Good knowledge of Retirement products and processes within the PRT Area is essential.

Communication

Effective and appropriate use of written and verbal communication skills to drive customer satisfaction whilst meeting minimum standards of internal quality.

Customer Service

To understand and react to the needs of the customer, working proactively to provide a professional and impartial service and striving to improve the customer experience.

Negotiation

Display appropriate skills to negotiate and agree a resolution with both internal and external customers

Organisation & Prioritisation

Ability to proactively manage and prioritise own workload to meet the needs of the customer, the business and our regulatory requirements.

Analysis

Ability to accurately analyse quality results to enable effective investigation and resolution whilst recording the reasons for internal process improvement.

Flexibility

Positively adapt to changing circumstances ensuring that business requirements, customer needs and own responsibilities are met.

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 25 days’ holiday, private medical insurance, discretionary performance related bonuses, paid overtime, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

Please contact clare.williamson@landg.com with any queries. Please note that we do not accept CVs directly via email and applications should be made via the portal.