Competency Assurance Analyst (12 month FTC) Date Posted: 24/05/2024 Location: Belfast Job Type: Full time Apply Now Competency Assurance Analyst (12 month FTC) Belfast -Hybrid We have a key role for a Competency Assurance Analyst on a 12 month FTC to join our HUB training team, supporting our operational teams to ensure all aspects of our customer service journey are delivered in an accurate and efficient manner. You will provide detailed monitoring of customer touchpoints resulting in; strong customer outcomes and good customer experiences in both of our non-advised administrative and phone-based services. This is your opportunity to develop your skills in, but not limited to the following: Working in collaboration with key stakeholders Completing risk monitoring and competency assurance reports Providing expertise and feedback on competency issues Key Responsibilities Deliver independent competency checks, including feedback and coaching based on your findings. Maintain appropriate monitoring systems/ processes that facilitate the early identification and communication of risks. Document accurately all issues identified including remedial actions where necessary. Identify where opportunity exists to improve the customer journey, including challenging policy and/or procedure if appropriate Provide clear and concise reporting to be shared with partner teams and operational management; based on trend insights, this includes utilising monitoring data to identify root causes and highlight key themes Support the T&C (Training & Competency) Management team with monitoring design / reviews and new dashboard developments Adapt to changing requirements which evolve as part of an ever-growing business Build and maintain effective working relationships with colleagues Skills and Experience Previous experience within a competency or customer outcome driven regulated monitoring role. Attentive with a strong eye for detail and the ability to give feedback in a timely and appropriate fashion Ability to plan and prioritise in a changing, busy environment. Effective communication style that is adaptable to a diverse range of customers and colleagues. Excellent administrative skills Ability to summarise findings accurately and concisely, and communicate clear rationale for decisions Company Benefits A Competitive Salary, Pension Scheme and Life Assurance Along with 28 Days Annual Leave (plus bank) 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 one Apply Now