Total 1 quality assurance control job vacancies in edinburgh edinburgh eh1 1ht

Who are Diligenta?

Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.

Summary of the role:

We are seeking a dynamic individual to join our team and be responsible for overseeing the business wide complaints quality assurance processes, with a view to driving better outcomes for our customers, continuous improvement and a standardised corporate approach. The candidate will oversee action plans to close any gaps in performance across all the Diligenta accounts.

Benefits:

• 33 days including Bank Holidays
• Personal and career development opportunities to progress your aspirations within the company
• Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods
• Cycle to Work Scheme & Interest free Season Ticket loans
• A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing
• A comprehensive set of Moments that Matter policies, such as Carer's Leave, Foster Leave and Retirement Leave
• A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service") & Group Income Protection
• Apply to find out about our other benefits

What you'll be doing:

• Working within a team to ensure consistent implementation of our centralised QA process for complaints

• Develop and implement quality control procedures and standards to drive better customer outcomes and improve complaint handling processes
• Prepare and present regular reports on complaint trends, resolutions, and actions taken to senior management.
• Maintain a customer-centric approach, ensuring that all complaints are handled with empathy and professionalism.
• Engaging across all accounts and establishing relationships

What we're looking for:

• Experience in financial services
• Previous experience in quality, continuous improvement, standardisations and consumer duty
• Strong knowledge of Quality Assurance in Operations
• Team Working skills
• An energetic individual with a positive outlook
• Someone with skills in Excel, PowerPoint, Outlook, complaints database
• (Desirable) experience in six sigma

If you need any help or adjustments for any stage within the recruitment process due to health, disability, or any other reason, please let us know.

Ready to take the next step in your career? Apply today and become part of our innovative team!