Quality Assurance 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.

We are currently recruiting for a Quality Assurance Analyst, based in Cardiff.

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.

• 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

• Sound understanding of regulatory requirements/framework.
• Up-to-date accreditation of appropriate compliance CBT’s (DPA, ML etc.)
• Desirable - A good understanding of Workplace Savings products and processes. 

Good knowledge of :

• Effective Quality Management and an understanding of working within a Quality Management Framework 
• Pensions 
• Complaint identification and hand off procedures
• Breach procedures
• Watermelon feedback
• Differences and Similarities between Mastertrust, non-Mastertrust and Own Trust
• Operating systems and processes such as MS Office including Dynamics, Verint and FPF

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.