Quality Assurance Analyst Life & Pensions

Quality Assurance Analyst Life & Pensions

Location: Belfast City Centre
Salary: Competitive
Hours: Monday Friday, 9:00am 5:00pm
Contract: Permanent

Help drive quality and customer outcomes within Financial Services

Ashton Recruitment is recruiting a Quality Assurance Analyst Life & Pensions on behalf of a leading global technology and business services provider based in Belfast City Centre.

This is an excellent opportunity for candidates with experience in financial services, complaints handling, quality assurance, pensions administration, life assurance or compliance who are passionate about delivering exceptional customer outcomes and maintaining high regulatory standards.

Working closely with operational teams, you will assess complaint investigations, review customer communications and identify opportunities to improve quality, consistency and compliance across the business.

Following successful completion of probation, hybrid working will be available.

Key Responsibilities

• Conduct quality reviews of complaints, customer interactions and case handling activities
• Assess adherence to FCA regulations, internal policies and client requirements
• Review investigation quality, complaint outcomes and customer correspondence
• Provide constructive feedback and coaching to Complaints Handlers
• Identify trends, risks and opportunities for process improvement
• Produce quality reports and management information (MI)
• Support calibration sessions to ensure consistency across teams
• Work closely with Team Leaders, Operations Managers and Compliance teams
• Contribute to continuous improvement initiatives and best practice standards

Essential Criteria

• Previous experience within financial services, pensions, life assurance, insurance or complaints handling
• Strong analytical and attention-to-detail skills
• Excellent written and verbal communication skills
• Ability to interpret policies, procedures and regulatory requirements
• Strong organisational and stakeholder management skills
• Previous Quality Assurance or Quality Monitoring experience
• Knowledge of FCA complaint handling requirements and Consumer Duty principles
• Experience producing quality reports and performance data

Desirable Criteria

• Experience reviewing complaints within a regulated environment
• Relevant financial services qualifications such as CeFA, R01 or equivalent

What's On Offer?

• Permanent role with a global organisation
• Belfast City Centre location
• Hybrid working after probation
• Structured training and professional development
• Opportunity to work within a specialist Life & Pensions operation
• Long-term career progression within financial services and quality assurance

Important Information

Any offer of employment will be subject to the successful completion of Fit and Proper Person checks in line with Financial Conduct Authority (FCA) requirements. These checks may include regulatory references, criminal record checks and verification of qualifications and employment history.

Ashton Recruitment is acting as a Recruitment Agency in relation to this vacancy.

Skills:
Quality Assurance quality fca regulations complaints

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