Quality Analyst

Life can sometimes be unpredictable, and it pays to plan ahead. Our aim at Legal & General Retail is to help our customers plan for the unexpected, achieve financial security for their tomorrow, and protect everything that’s important to them. To better understand our customers and meet their needs, we’ve brought our protection, retirement income, savings, lending and advice, fintech and mortgage businesses under one umbrella. Created at the start of 2022 through the merging of our long-standing and trusted retail retirement and insurance businesses, we’re a fast-growing division with big, customer-centred ambitions.

Legal & General are looking for a Quality Analyst to join the team on a permanent basis.

You will be expected to operate within the Quality Framework by undertaking Quality Assurance assessments of individual performance and process risk to a consistently high standard across Retail Annuities. 

We are looking for someone with the ability to accurately analyse quality results to enable effective investigation and resolution whilst recording and feeding back recommendations for process improvement. 

What you'll be doing:

• Using detailed process knowledge, undertake Quality Assurance assessments of individual performance and process risk to a consistently high standard across all CSS operations. In accordance with the Quality Framework.
• Provide one-to-one coaching and feedback to team members based on QA results, documenting action points or escalating to line management if appropriate.
• Proactively assess and analyse individual QA performance results and a range of customer data sources to identify training gaps. Ensuring mitigation actions are addressed working with Learning & Development team.
• Analyse feedback from all sources to ensure that customers’ reasonable expectations of performance and service are met and where failings are identified; provide information to relevant areas to enable changes to be made.
• Provide accurate and timely data to operational and oversight management that clearly defines performance improvement recommendations.
• Take responsibility for queries and referrals into the team ensuring that all necessary information is gathered so that an accurate response can be given promptly.
• Undertake project work as required.

• LPC desirable

Knowledge of the below:

• Demonstration of adherence to regulatory requirements.
• Up-to-date accreditation of appropriate compliance CBT’s (DPA, ML etc.).
• Awareness of L&G retail annuities policies and products.
• Good knowledge of Retirement products and processes sold and administered by L&G.
• Thorough understanding of the Quality Framework including;
• Training and sign off requirements
• Complaint identification and hand off procedures
• Breach procedures
• Minimum standards for file content and case sampling
• Identification and recording of root causes data
• Good standard of Microsoft products (Word, Excel, PowerPoint etc)
• Awareness of L&G policies and products

The brand with the brolly is choosing today to change tomorrow.

Since 1836, we’ve grown to become one of the world's largest asset managers, homebuilders, pension providers and insurance brands. 

We’re all here to improve the lives of our customers, build a better society for the long term, and create value for our shareholders - helping to shape a better future for society and the planet.

We need people who share our ambitions, agility and entrepreneurial spirit to help us do it.

At L&G, you’ll find a balance that helps you be your best. Empowered by hybrid working, we’re supported by technology and workplaces that enable us to work effectively wherever we are. We come together in offices to collaborate and connect, and use time at home for individual, focused activities. And, when we achieve great things, we celebrate our success and reward strong performance.

Today, there’s over 10,000 of us, working towards our mission, with plenty of opportunities to grow your career as we grow L&G. Will you join us?

Great minds don’t have to think alike, so we welcome voices from all backgrounds. Bringing together people with different life experiences helps us build empathy with our customers and drive innovation.

We don’t just talk about it, we actively promote diversity and equitable opportunities for all. That means our employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability or protected veteran status. In fact, we embrace every dimension of diversity to reflect the customers and communities we serve.

We think it’s important to create an inclusive environment where we can all belong, contribute and drive progress, where you can develop and grow, and be empowered. We want you to use your voice to help us build a better tomorrow.

We all work differently, and have different needs, which is why. we’re always open to discussing flexible working arrangements. Likewise, we’re committed to finding reasonable accommodations for candidates with specific needs during our recruiting process.

So whoever you are, wherever you are, whatever your story, we'd love to hear from you.