Title:  Customer Services Quality Assurance Analyst

Fixed Term Contract: 12 Months

Industry: Financial Services

Canada Life UK looks after the retirement, investment and protection needs of individuals, families and companies. We help to build better futures for our customers, our intermediaries and our employees by operating as a modern, agile and welcoming organisation.

Part of our parent company Great-West Lifeco, Canada Life UK has operated in the United Kingdom since 1903. We have hundreds of respected and supported employees committed to doing the right thing for our customers and colleagues.

Canada Life UK is transforming to create a more customer-focused business by providing our customers with expertise on financial and tax planning, offering home finance and annuities propositions, and providing collective fund solutions to third party customers.

Job summary overview

•  The QA team in customer services is responsible for outcome testing across multiple channels and processes and products, providing assurance to the business that we are meeting corporate objectives and outcomes provided for customers are fair and in line with both business and regulatory requirements.
• As a QA analyst, you’ll undertake timely and accurate outcome testing on a day-to-day basis, working in close conjunction with CS Operational Specialists and Risk and Compliance to deliver consistent and meaningful reporting to support process enhancements, root cause analysis and best practice.
• The role provides the opportunity to learn about our different financial products and processes across Canada Life, primarily focusing on using QA data to support team leads in developing their teams and identifying where gaps exist, assisting the QA Team lead in designing protocols for testing and reporting

What you’ll do: 

• Customer Outcomes Assessment: Evaluate customer service interactions, including complaints and vulnerable customers, to ensure positive outcomes and compliance with regulatory standards

• Management Information Production: Create detailed and insightful reports to support process improvements, consumer duty reporting, and operational risk management. Lead monthly review sessions with operational heads

• Process Improvement: Identify and collaborate on implementing changes to enhance customer service processes 

• Coaching and Training: Deliver training sessions to staff, focusing on improving skills, ensuring compliance, and addressing the needs of vulnerable customers

• Action Tracking: Monitor and escalate the closure of remedial actions identified through quality assurance assessments

Who you are: 

• Experienced in customer services processes and approvals
• Proven analytical and problem-solving skills as well as the ability to produce meaningful reports
• Diligent and conscientious in the accuracy of their work with excellent attention to detail
• Excellent written and verbal communication skills Ability to operate in a fast paced, dynamic environment and able to work under pressure
• Strong team player who works well with team and colleagues at all levels in achieving value-added results  
• Good stakeholder management experience; especially impactful communication and influencing
• Excellent organisational skills and ability to meet tight deadlines in an environment with competing priorities
• Proven experience in delivering training across teams and departments
• Excellent relationship building skills with colleagues across multiple business lines
• “Can Do”, proactive attitude 
• Intermediate knowledge and experience of MS Office

Benefits of working at Canada Life

We believe in recognising and rewarding our people, so we offer a competitive salary and benefits package that’s regularly reviewed. As a Canada Life UK colleague, you’ll receive a competitive salary and comprehensive reward package including a generous pension and bonus scheme, along with, income protection, private medical insurance and life assurance.  We have a fantastic number of other benefits and support services as well as regular personal and professional development.

How we work at Canada Life

Our culture is unique and incredibly important to us.  We care about doing the right thing for our people, customers and community and helping others to build better futures.  Our blueprint behaviours shape and influence how we work, and are central to the relationships we have with others.  Every day we are encouraged to be more curious, own the outcome, face into things together and find a way forward. 

We want colleagues to have rewarding careers with us so we invest in the development of our people, technology and workplaces. That’s why we offer a range of training, flexible working and opportunities to grow and develop.

Diversity and inclusion

Building an inclusive workplace with a diverse workforce where everyone can feel they belong and achieve their potential regardless of gender, ethnicity or any other characteristic is a key commitment for us.  We are proud of the progress we’re making in DEI, and we continue for it to be a significant focus. 

“At Canada Life we believe in the power of great people from different backgrounds, experiences and perspectives coming together to build better futures. Emerging talent is crucial to our growth and creating an environment that continues to inspire us all.”  Nick Harding, Chief People Officer, Canada Life UK

We appreciate that everyone has different work and life responsibilities. We’re happy to discuss flexible working arrangements, including part time, for any of our roles should this be a requirement for you.