Outcome & Quality Assurance Analyst
Outcome & Quality Assurance Analyst
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Job Description
Job Description
At Aberdeen our ambition is to be the UKs leading Wealth & Investments group.
Strengthening talent and culture is one of our strategic priorities. We strive to make Aberdeen a great place to work so that we can attract and retain the industrys best talent.
Our people put our stakeholders at the heart of everything they do by helping us to make a positive difference to the lives of our clients customers colleagues shareholders and society. We are focused on growing our direct and advised wealth platforms and repositioning our specialist asset management business to meet client demand. We are committed to providing excellent client service supported by leading technology and talent.
Aberdeen comprises three businesses interactive investor (ii) Investments and Adviser each of which focuses on meeting and adapting to our clients evolving needs:
interactive investor the UKs second largest direct-to-consumer investment platform enables individuals in the UK to plan save and invest in the way that works for them.
Our Adviser business provides financial planning solutions and technology for UK financial advisers enabling them to create value for their customers.
Our Investments business is a specialist asset manager that focuses on areas where we have both strength and scale to capitalise on the key themes shaping the market through either public markets or alternative asset classes.
About The Role
The Outcome & Quality Assurance Analyst plays a vital role in ensuring regulatory compliance service excellence and the delivery of customer-centric outcomes within the Client Experience function. Reporting to the Client Outcome Assurance & Action Manager this hybrid role combines analytical insight assurance sampling and driving continuous improvement across various workstreams.
Key Responsibilities
Perform Outcome & Quality assurance sampling across various workstreams within the Client Experience department including but not restricted to Complaints AFC and the Client Engagement Hub (CEH)
Provide clear constructive feedback to agents to support remedial action and development
Use MI to identify trends root causes and areas of improvement escalating insights
Contribute to maintaining a strong internal control environment
Collaborate as a team conducting peer reviews as required to ensure consistency and fairness in approach
Encounter confidential information and will be required to always act with discretion and professionalism
Identify MI requirements and support the delivery of detailed daily/weekly/monthly reporting themes trends & root cause analysis to senior management
Drive the resolution of improvement actions with key stakeholders
Maximise the use of systems and software to develop and maintain MI reporting
Strive for identifying continuous improvement opportunities and execute accordingly
Build and maintain key relationships with business stakeholders
About the Candidate
Strong experience in Outcome & Quality Assurance sampling in financial services
Proven experience in conducting reviews and delivering feedback face to face and via email
Excellent stakeholder engagement and relationship-building capabilities
Proficiency in Salesforce Microsoft Excel and other reporting and communication tools
Demonstrates discretion and professionalism when handling sensitive data
Has the ability to work both collaboratively and independently with good prioritisation and time management effectively balancing a varied workload
A proactive approach to problem solving taking ownership of issues and determination to follow tasks through to completion Experience in using structured MI to inform regulatory compliance actions
Complaint handling and/or experience conducting AML/AFC reviews including relevant legislation
We are proud to be a Disability Confident Committed employer. If you have a disability and would like to apply to one of our UK roles under the Disability Confident Scheme please notify us by completing the relevant section in our candidate questionnaire. One of our team will reach out to support you through your application process.
Our benefits
Theres more to working life than coming home with a good salary. We have an environment where you can learn get involved and be supported.
When you join us your reward will be one of the best around. This includes 40 days annual leave a 16% employer pension contribution a discretionary performance-based bonus (where applicable) private healthcare and a range of flexible benefits including gym discounts season ticket loans and access to an employee discount portal. You can read more about our benefitshere.
Our business
Enabling our clients to be better investors drives everything we do. Our business is structured around three distinct areas our vectors of growth focused on our clients changing needs. You can find out more about what we dohere.
An inclusive way of working
Whatever way you like to work if you have the talent and commitment to join our team wed like to hear from you.
At Aberdeen weve adopted a blended working approach. This approach combines the benefits of face-to-face collaboration coaching and connecting in our offices with the flexibility of working from home. It enables colleagues to find a balance that works for their roles their teams our clients and our business.
An inclusive culture where diverse perspectives drive our actions is at the core of who we are and what we do. If you need assistance with your application or a reasonable adjustment to your interview arrangements for example because you are neurodivergent or have a physical sensory cognitive mental visible or invisible disability please let us know and well be happy to help.
Were committed to providing an inclusive workplace where all forms of difference are valued and which is free from any form of unfair or unlawful treatment. We define diversity in its broadest sense this includes but is not limited to our diversity of educational and professional backgrounds experience cognitive and neurodiversity age gender gender identity sexual orientation disability religion or belief and ethnicity and geographical provenance. We support a culture that values meritocracy fairness and transparency and welcomes enquiries from everyone.
If you need assistance or an adjustment due to a disability please let us know as part of your application and we will assist.
Required Experience:
IC
Employment Type
Full-Time
