Quality Improvement Analyst - Fixed Term Contract
We’re looking for a Quality Improvement Analyst to help maintain and enhance quality standards across Customer Operations. You will provide coaching, feedback and analysis to support continuous improvement and ensure an excellent experience for our customers.
Key Responsibilities
* Monitor calls and administrative processes, offering feedback and actionable insights.
* Use trend and root‑cause analysis to identify processes requiring improvement and recommend changes.
* Follow procedures that help identify, manage and mitigate risks, complaints and breaches.
* Conduct live listening and side‑by‑side coaching sessions.
* Support the induction and training of new team members.
* Complete monthly sample checks, monitoring and reporting to provide assurance to the business.
* Produce audit samples, analyse results and highlight key issues with recommendations.
* Support the team manager with monthly reporting.
Skills and Experience
* Strong FCA and HMRC ISA/JISA/CTF regulatory knowledge.
* Good working knowledge of relevant products, including terms and conditions.
* Solid understanding of industry, legal, financial, risk, and business considerations.
* Logical and analytical approach with the ability to apply practical, compliant solutions.
* Excellent attention to detail, record keeping and report writing skills.
* Strong customer focus, ensuring quality enhancements do not hinder customer journeys.
* Commercial awareness with the ability to make balanced recommendations.
* Clear, professional communication and presentation skills.
* Strong coaching ability and experience supporting development of others.
* Ability to analyse issues, identify trends and apply a proportionate, risk‑based approach.
Quality Improvement Analyst • Brighton, UK
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