Quality Assurance Analyst

Date Posted: 15/05/2024

Location: Reigate

Job Type: Full time

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Quality Assurance Analyst

Reigate – Hybrid (50% office based)

Full-time – 35 hours per week

We’re a FTSE 250 Financial Services company who specialise in retirement solutions and right now, our world is moving pretty quickly. With the defined benefit buy in / buy out space growing each year, Just continues to annually grow its business by over £2bn of assets.

We are a purpose driven company with compelling and credible goals. Quite simply, we help people achieve a better later life. We achieve this by providing competitive and innovative products, services, financial advice and guidance to help our customers achieve security, certainty and provide them with peace of mind in retirement.

That’s who we are. We’re a company on a mission: to become a beacon for the entire retirement industry. Because we believe everyone deserves a fair, secure, and fulfilling retirement.

About The Role

As a Quality Assurance Analyst with Just Group plc, it is your responsibility to ensure appropriate processes and standards for assessing performance are in place for specifically agreed business units based on their risk profile.

You will also provide feedback to operational colleagues and managers on adherence to those performance requirements, through a programme of quality audit monitoring in order to minimise operational risk and identify areas for continuous process improvement and enhance consumer outcomes.

As well as continuously developing Quality Assurance methodology that drives great behaviours with customers to be at the forefront in everything we do.

Key Accountabilities

  • Periodic review and validation of risk based monitoring criteria

  • Quality auditing – undertake pre agreed sampling of administrative and telephony services, following the quality auditing plan

  • Analysis of the output of the data gathered and provide feedback to all stakeholders, with recommendations for improvement

  • Identify and highlight risks through monitoring activities to key people as a priority

  • Support Complaints handling, resolving complaints involving financial, material distress or material inconvenience from receipt to satisfactory resolution, in line with FCA principles

About You

The experience, skills, and knowledge we are looking for:

  • Minimum of 3 GCSE’s, or equivalent, including Maths & English (A-C Grades)

  • Must have relevant QA experience, preferably within the Financial Services sector

  • Excellent verbal, written communication and interpersonal skills

  • Good organisation and planning

  • High attention to detail and accuracy

  • Focus on delivery of good customer service

  • Analytical skills

  • MI reporting knowledge

  • Desirable: CII Financial Services qualification, e.g. CF1, CF4, FA1, FA2 (Desirable but not essential)

Company Benefits

  • A Competitive Salary, Pension Scheme and Life Assurance

  • Along with 25 Days Annual Leave plus an Additional Day on us for your Birthday

  • Private Medical Cover and Income Protection, just in case

  • A generous and highly achievable bonus scheme – paid annually based on individual and company performance against targets

  • Opportunity to progress within your career both in-role and within the company

  • FREE access to the Headspace App, a 24/7 Employee Assistance Helpline and Trained Physical & Mental Health First Aiders (On-Site)

  • A variety of Employee Funded Benefits available to you via our Online Benefits Portal

  • Plus, several additional purchase options available for you and your loved ones

Why Just?

We are committed to building a more sustainable business and have publicly committed to reduce our scope 3 emissions to Net Zero by 2050 and our scope 1 and 2 emissions to Net Zero by 2025. We’ve made good progress so far and encourage our people to make small and meaningful changes in their everyday lives, so that we can protect our planet for future generations.

Diversity, Equity and inclusion (DE&I) is a key priority for Just as part of our overall strategy and ensuring all of our people feel proud to work at Just. We have joined a number of initiatives including the Race at Work Charter, designed to improve outcomes for employees from underrepresented backgrounds. We also run a Reciprocal Mentoring scheme for employees from a BAME background, those with a disability and those who identify as LGBTQ+. There are multiple employee network groups, which champion issues including race, gender, social mobility and neurodiversity.

What’s clear about working at Just is that we care. We care about our customers, our purpose, our environment, inclusivity, wellbeing and most importantly - each other.

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