Our Retail Retirements team is looking for a Quality Analyst to Join our team in Cardiff. Do you have customer service experience in Retirement and Annuities products? Are you passsionate about ensuring that the customer service we deliver is of the highest quality and standard? If so, this oppportunity may be the one for you.

You will be operating within the Quality Framework to achieving the right customer outcome and identify opportunities for continual improvement throughout Customer Service and Solutions, LGR.

• Through your detailed knowledge of Retirments (I.e Annuities), you’ll carry out Quality Assurance assessments of individual performance and process risk at a high standard across all CSS operations.
• Document QA 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.

• In-depth knowledge of Annuity and Retirement Products is desirable
• The capacity to effectively and appropriately use written and verbal communication skills to drive customer satisfaction and improve the customer experience
• Keen negotiating skills with the ability to agree on a resolution with both internal and external customers.
• Proactive self-management and prioritisation of workload to meet the needs of the customer, the business and our regulatory requirements.
• Accuracy in analysing quality results, enabling effective investigation and resolution whilst recording reasons for internal process improvement.
• Positive response and adaptability when changing circumstances arise, ensuring that business requirements, customer needs and own responsibilities are met.
• A team player committed to collaboration and participation with colleagues within your own team and the wider business.
• Ability to stay focussed for long periods of time, whilst completing QA on calls.
• Demonstration of adherence to regulatory requirements.

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.