Quality & Implementation Analyst - Leeds City Centre

Job Ref: JO-2205-30545_1651587082
Sector: Office
Job Type: Permanent
Date Added: 03 May 2022
  • Leeds, West Yorkshire LS1 4AP Leeds West Yorkshire Midlands LS1 4AP
  • Blue Arrow
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Blue Arrow is proud to be working in partnership with a leading legal and professional service client, who due to expansion are looking to recruit a Quality & Implementation Analyst - Leeds City Centre to join their expanding team on a full-time permanent basis.

Hours: Monday to Friday (working 37.5 hrs) - 8:30-17:00 or 9:00-17:30

Salary: £18,525-£25,000

The role will initially be based on site during a training period, however after a probationary period there is hybrid working opportunities including every Friday and an additional day.

About The Role
To analyse and process data received from several data streams across the unit, to identify training gaps and complete root cause analysis. The aim of the role is to ensure high standards of service and internal processes in line with Service Level Agreements. Promotion of best practice and process efficiency to ensure the best outcome for the business and Clients.

The post holder will actively promote best practice and a culture of delivering a first-class service by completing audits and using feedback from several data streams as a focus for training and continuous professional development and service improvement.

Duties:

  • Completing daily/weekly and monthly audits which are logged on a central database
  • Collating and analysing trends and training gaps and reporting the same to the relevant management team
  • Dealing with audit referrals from several data streams including 'At risk' insurance and complaint matters
  • Liaising daily with other teams within the unit, specifically the Mentoring and feedback team to ensure effective/quality feedback can be provided to individuals to improve personal development and business outcomes. This will identify areas where processes & procedures have not been followed as well as recording progress to sign off within training periods
  • Audits to include Case Management Files, call recordings and out-going customer documents to ensure full compliance with both regulatory and contractual obligations
  • Producing consistently high-quality data, obtained from several sources to be used for weekly and monthly MI compiled by management
  • Work within given timeframes to ensure quality data is always available to Team Leaders/Managers, to assist with 1-2-1's, performance reviews and MI
  • To assist the overall customer service unit where necessary in order meet business needs

About You:

  • Excelling written and verbal communication skills
  • Strong commitment to Client care and delivering a first-class service
  • A strong interest is analysing data
  • Ability to deliver constructive and positive feedback in an articulate manner whilst maintaining strong relationships on the team
  • IT Literate specifically use of Excel
  • Experience of working in a Financial or Conveyancing servicing environment
  • At-least 1 years' experience in Quality Assurance or similar auditing role

Desirable

  • Experience of working in a volume environment
  • Knowledge of the legal re-mortgage process

Why should you apply?

  • 23 days holiday (plus bank holidays) rising to 25 days after 5 years' service
  • Standard auto enrolment pension - 3%
  • 2* death in service
  • Access to group private medical scheme which provides discount
  • Eye test vouchers for Specsavers
  • Christmas party plus an annual conference
  • A very sociable team with a great culture.

The Commute
Our client is based in Leeds City Centre, so is easily accessible via public transport with regular bus and train times a 5-10-minute walk away.

Free parking isn't available on site due to the location, however there are multiple parking location's nearby if required.

The Next Stage
If you are interested in the above role and feel you can meet the above requirements - we would love to hear from you as soon as possible. We please ask all applications are made via the click apply button, and we will aim to process your application as quickly and as efficiently as possible.

03/06/2022 14:11:22
GBP 18525.00 18525.00

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