2 of 2 Permanent Service Analyst Jobs in Potters Bar

Fixed Term Contract: 12 Months Industry: Financial Services Canada Life UK looks after the retirement, investment and protection needs of individuals, families and companies. We help to build better futures for our customers, our intermediaries and our employees by operating More ❯

assurance to the business that we are meeting corporate objectives and outcomes provided for customers are fair and in line with both business and regulatory requirements. As a QA analyst, you'll undertake timely and accurate outcome testing on a day-to-day basis, working in close conjunction with CS Operational Specialists and Risk and Compliance to deliver consistent … developing their teams and identifying where gaps exist, assisting the QA Team lead in designing protocols for testing and reporting What you'll do: Customer Outcomes Assessment : Evaluate customer service interactions, including complaints and vulnerable customers, to ensure positive outcomes and compliance with regulatory standards Management Information Production : Create detailed and insightful reports to support process improvements, consumer duty … reporting, and operational risk management. Lead monthly review sessions with operational heads Process Improvement : Identify and collaborate on implementing changes to enhance customer service processes Coaching and Training : Deliver training sessions to staff, focusing on improving skills, ensuring compliance, and addressing the needs of vulnerable customers Action Tracking : Monitor and escalate the closure of remedial actions identified through quality More ❯