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Quality Assurance Specialist





Posted: 20/11/2021

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Vitality, Quality Assurance Specialist (12-Month FTC), Croydon, £Competitive + Bonus + Benefits

We’re the UK insurer and investment provider that rewards people for positive lifestyle choices. With 1.25m+ UK members and more than 25m globally, we’re out to make the world a healthier, happier place.

That applies as much to our people as it does to our members. So, as well as a highly competitive pay package, you’ll enjoy: Free places to Vitality sponsored run events, online fitness classes and wellbeing workshops, competitions to win tickets to top-flight sporting events, health checks, and access to our full range of partners and rewards.

It’s what we call offering shared value, because a healthy, happy team is good for us, good for our members, and good for you.

As our Quality Assurance Specialist, you’ll get the benefits our members enjoy, including:

Our award-winning private Vitality Health insurance + wellness incentive programme

Access to The Vitality Programme – Apple Watch, Waitrose and Partners, Garmin, Amazon Prime, Champneys Spa days, Rakuten TV, and half-price gym memberships to name a few!

Personal health fund + Life Assurance

Stakeholder Pension Plan with employer contribution

25 days annual leave + Bank holidays + option to buy and sell 5 more

Flexible benefits package

Internal incentives, competitions, and awards – a chance to win football and sports tickets or even be in with a chance to have a holiday of a lifetime

A genuine opportunity to grow and establish a long-term career

We are looking for a permanent Quality Assurance Specialist with deep subject matter expertise in managing complex Quality Assurance programmes, leading thematic reviews and providing management with the assurance of Operational Resilience.

As our Quality Assurance Specialist, you will be responsible for completing detailed quality checking and analysis of Customer Operations and Financial Operations processes and call handling.

Your responsibilities as our Quality Assurance Specialist will include:

Undertaking call listening and customer file reviews to ensure that Operations staff adhere to the regulatory requirements, internal standards and best practices

Inputting into the production of regular reporting detailing the outcome of the Quality Assurance assessment.

Providing feedback to the Operations team following completion of a QA Assessment

Highlighting trends and issues arising from the Quality Assessments

Raising incidents with Compliance where regulatory defect or deviation of process has occurred

Contributing to the ongoing review and monitoring of processes and procedures and documentation

Carrying out thematic reviews as directed by the Quality Assurance and Compliance Oversight Manager

Identifying key enhancements to be made to the Quality Assurance framework

Owning team process documentation; regularly updating the Quality Assurance user guides, manuals and memorandums

What we’re looking for in our Quality Assurance Specialist:

An eye for detail with an ability to spot errors

The ability to use initiative and decision-making skills when concluding on sampling results

A strong MS Excel user and working knowledge of MS Word, PowerPoint and Outlook

Good communication skills, both verbal and written including the ability to provide feedback

The ability to converse effectively with stakeholders and build effective relationships

Proven experience of managing priorities to strict deadlines

Experience working in the UK Financial Services industry essential and wealth management experience is highly desirable

Closing Date: Friday 10th December 2021

Working for Vitality, you will experience an exciting mix of creativity and innovation, within a framework of challenging objectives and a passion for delivering the best.

Our people are chosen for their skills, knowledge, enthusiasm, and attitude but above all, their belief that anything can be achieved.

If you feel you have the skills and experience to become our Quality Assurance Specialist, then please click ‘apply’ today.

Please note that to ensure the safety of our offices and employees, we require all new hires to be vaccinated for Covid-19.

If your doctor has told you not to be vaccinated, please let us know during the application process so that an accommodation can be made.

You can find more information about our commitment to ensuring office safety to reduce the risk of Covid-19 transmission by visiting the careers page on our company website

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