Cache of job #13915215

Job Title

Quality Analyst - Financial Services

Employer

Matrix Recruitment

Location

Limerick

Description

What you need to know. You will work as a Quality Analyst for our client, an investment bank company in Limerick. This is a 12 month contract job. Your new job. Key duties & responsibilities: Reporting to the Quality team Manager - Investor Service Centre (ISC), you will be responsible for monitoring the quality of query handling across all clients with a view to ensuring that queries are responded to within Service Level and the required standard. You will also be required to research, resolve and respond to complaints as a complaint coordinator on behalf of the Transfer Agency team. The department provides third party investor services to a specific group of clients covering the full range of shareholder servicing functions including dealing, registration, AML, settlements, distributions and commissions. Responsible for monitoring the calls and emails of between 10 and 12 people. GDPR - Handling of email and calls resulting from Client privacy notices being issued and related co-ordination and preparation. Carry out quality reviews on both calls and email communications on behalf of the Investor Service Centre, measuring against agreed targets. Provide feedback to the ISC team leaders on your findings and overall quality results achieved. Prepare and distribute team Quality MI within agreed deadlines to ensure timely feedback to the ISC partners as part of the one to one process. Provide coaching and support to ISC team members as required and in line with the quality function role. Provide support and training to new members of the team, following the new trainee flightpath and ensure weekly feedback sessions are carried out. Identify trends in investor queries and proactively propose improvement opportunities to ISC Senior Management on how we can better service our investors. Ensure all complaints are handled within the regulatory timelines. Complete a root cause analysis on complaints on a quarterly basis and provide the data to Senior Management. What are we looking for? Desirable: Experience in a Contact Centre Environment with responsibility for quality. Experience with Verint Call Recording and Monitoring systems and Avaya CMS beneficial. Strong analytical skills are required to research and resolve enquiries as well as complete trend analysis and prepare MI. Excellent communication skills – (listening skills, oral communication skills, information sharing and written communication skills. Matrix Recruitment are acting as the Employment Agency and Pay Master for this position. Apply for this job now or get in touch with Gillian on 051 353825. By applying, you are giving consent for Matrix Recruitment to contact you about this job. We collect your data for recruitment purposes only and will retain it for the duration required as outlined in our privacy policy. All CVs are kept confidential and will not be submitted to any clients without your knowledge and consent. Please note that due to the expected high volume of applications we can only reply to applicants suitable for the position. In the interest of protecting your data and informing you of your rights we will notify you should we retain your information by issuing an acknowledgement email and a request for consent where not already expressly given. We Value Your Trust. This job originally appeared on RecruitIreland.com.

Date Added

2094 days ago

Apply