Quality Analyst

Legal & General (L&G) is a leading UK financial services group and major global investor. 

We’ve been safeguarding people’s financial futures since 1836, and strive to build a better society, while improving the lives of our customers and creating value for shareholders. 

We are one of the world’s largest asset managers and provide powerful asset origination capabilities. Together, these underpin our retirement and protection solutions: we are an international player in pension risk transfer, in UK and US life insurance, and in UK workplace pensions and retirement income. 

L&G Institutional Retirement looks after around 700,000 institutional customers who have their retirement benefits secured with us. Operating continuously in the UK market from our entrance in 1987, we are the UK’s longest-running insurer. 

Our Institutional Retirement business is the UK’s longest-serving active bulk annuity provider.

Who we are 

Institutional Retirement is the only insurer to have been operating continuously in the UK market from our entrance in 1987 to the present day. Our UK retirement annuity book stands at an estimated £86.1 billion at 31 December 2023. 

Across our retail and institutional retirement businesses, we look after more than 1 million customers, around c.700,000 of whom are institutional customers who have had their retirement benefits secured with us. 

At Legal & General, we’re committed to delivering excellent customer outcomes and continuously improving how we work. As a Quality Analyst, you’ll play a key role in maintaining high standards across our Defined Benefit Pensions operations. You will operate within the Quality Framework by undertaking Quality Assurance assessments of individual performance and process risk to a consistently high standard across the PRT CSS and, utilising Defined Benefit Pensions knowledge, work with the business to implement resolutions. You’ll be part of a collaborative team that values diverse perspectives and supports professional growth.

What you'll be doing:

• Undertaking quality assurance assessments across PRT Client Services
• Providing coaching and feedback to team members and managers
• Analysing performance data to identify training needs
• Collaborating with colleagues to test and document processes
• Maintaining audit trails and producing performance insights
• Supporting continuous improvement initiatives across the business
• Ensuring compliance with Consumer Duty and regulatory standards
• Communicating key updates to internal and external stakeholders

Who we're looking for:

• Understanding of Defined Benefit pensions and PRT processes
• Familiarity with legislation including GDPR and Treating Customers Fairly
• Experience delivering quality assurance and performance analysis
• Ability to manage priorities and meet tight deadlines
• Strong written and verbal communication skills
• Customer-focused mindset with a drive for service excellence
• Attention to detail and commitment to accuracy
• Collaborative approach to problem-solving and process improvement

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer:

• The opportunity to participate in our annual, performance -related bonus plan and valuable share schemes
• Generous pension contribution
• Life assurance
• Healthcare Plan (permanent employees only)
• At least 25 days holiday, plus public holidays, 26 days after 2 years’ service. There’s also the option to buy and sell holiday
• Competitive family leave
• Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice (permanent employees only)
• There are the many discounts we offer – both for our own products and at a range of high street stores and online
• In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart

At L&G, we believe it's possible to generate positive returns today while helping to build a better future for all. 

If you join us, you’ll be part of a welcoming, inclusive culture, with opportunities to collaborate with people of diverse backgrounds, views, and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel.

We care passionately about outcomes rather than attendance and are therefore open to discussing all kinds of flexible working options including part-time, term-time and job shares. Although some roles have limited flexibility due to customer demand, we accommodate requests when we can. 

It doesn’t matter if you don’t meet every single criterion in this advert. Instead, think about what you excel at and what else you can bring in terms of strengths, potential and connection to our purpose.