Quality Assurance Analyst

Legal & General supports the savings, protection and retirement needs of around 14 million people, through our portfolio of retail and workplace businesses.

Our Retail division helps people enjoy a more colourful retirement, both directly and through their employers, including Lifetime Mortgages, Retirement Interest Only Mortgages and financial advice on our range of lending products.

We are the UK’s number one individual life insurer, and also provide Group Protection products for employers – all helping people to plan for the unexpected. We support home buying through our Mortgage Club – the UK’s largest – and our award-winning Surveying Services team. And our fintech team finds and supports socially useful start-ups and scale-ups working in the workplace, home, insurance and wealth areas.

Joining us means helping create brighter financial futures for all our customers. 

Recruiter: Abbie Burridge abbie.burridge@landg.com

 Internal Closing Date: 02/08/2024

We’re recruiting for a Quality Assurance Analyst to join us in our Workplace Saving Operations Team. We’re offering a competitive base salary of £29000 with a discretionary bonus scheme. You will ensure the effective delivery of a risk-based quality assurance program for Workplace Savings Operations.  You will also be expected to mitigate risk and seek to ensure Operations are achieving appropriate customer and/or client outcomes whilst contributing to improving policies and processes.

What you'll be doing:

• Undertake a risk-based quality program and report your findings in accordance with the Quality Management Framework to ensure good customer outcomes, visibility of issues and confirmation that L&G and regulatory processes are adhered to
• Evidence that existing colleagues and new starters are competent and meet agreed quality standards through a robust process of quality assurance checks at individual, team and process levels
• Within your area of responsibility remain up-to-date and competent in current, new and evolving processes
• Provide ongoing expert coaching and technical support
• Contribute to continuous improvement by reviewing and challenging process effectiveness, investigate issues and challenges and recommend tangible improvements. Participate in audits, technical reviews, IT testing and other project work as required
• Identify and report any process failures or regulatory breaches, risk events or near misses in line with L&G Policy
• Analyse sampling data (including but not exhaustive, quality results, complaints and breach data and Watermelon feedback) to identify patterns and underlying root-cause of quality issues and report on the findings
• Develop and maintain mutually beneficial relationships with stakeholders

Who we're looking for:

• Good attention to detail
• Excellent report writing skills
• Ability to communicate at all levels
• Ability to analyse MI 
• A background in effective quality management and an understanding of working within a Quality Management Framework
• Understanding of breach procedures
• Microsoft products (including Dynamics and MS Office Suite)
• Complaint identification and hand off procedures

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   
• Private medical insurance (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 
• 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

Legal & General is a leading financial services group and major global investor, named Britain’s Most Admired Company in 2023, for the second year running. Rated top in our sector and top for inspirational leadership, we have a strong heritage and an exciting future.

We aim to build a better society for the long term by investing our customers’ money in things that make life better for everyone.

If you join us, you’ll be part of a welcoming 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 strive to be open, mindful and inclusive, so are always willing to discussing flexible working arrangements and reasonable accommodations for candidates with specific needs.

If you’re open to find out more, we'd love to hear from you.