Quality Assurance Analyst Life & PensionsLocation: Belfast City CentreSalary: CompetitiveHours: Monday Friday, 9:00am 5:00pmContract: PermanentHelp drive quality and customer outcomes within Financial ServicesAshton 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 ResponsibilitiesConduct quality reviews of complaints, customer interactions and case handling activitiesAssess adherence to FCA regulations, internal policies and client requirementsReview investigation quality, complaint outcomes and customer correspondenceProvide constructive feedback and coaching to Complaints HandlersIdentify trends, risks and opportunities for process improvementProduce quality reports and management information (MI)Support calibration sessions to ensure consistency across teamsWork closely with Team Leaders, Operations Managers and Compliance teamsContribute to continuous improvement initiatives and best practice standardsEssential CriteriaPrevious experience within financial services, pensions, life assurance, insurance or complaints handlingStrong analytical and attention-to-detail skillsExcellent written and verbal communication skillsAbility to interpret policies, procedures and regulatory requirementsStrong organisational and stakeholder management skillsPrevious Quality Assurance or Quality Monitoring experienceKnowledge of FCA complaint handling requirements and Consumer Duty principlesExperience producing quality reports and performance dataDesirable CriteriaExperience reviewing complaints within a regulated environmentRelevant financial services qualifications such as CeFA, R01 or equivalentWhat's On Offer?Permanent role with a global organisationBelfast City Centre locationHybrid working after probationStructured training and professional developmentOpportunity to work within a specialist Life & Pensions operationLong-term career progression within financial services and quality assuranceImportant InformationAny 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 complaintsWHJS1_NI