At M&G our vision is: to become the best loved and most successful savings and investment business and we’re looking for people who are excited about joining us on our journey. We’re digitally transforming and investing heavily in technology and innovation to develop new and improved customer propositions that really raise the bar for our customers. To help us achieve our vision we’re looking for exceptional people who live our values and behaviours and who can inspire others; embrace change; deliver results and keep it simple. We know that an inclusive environment makes us more accessible and ensures we attract, engage, promote and retain exceptional people. We welcome applications from all individuals regardless of age, gender/gender identity, sexual orientation, ethnicity/nationality, disability, or military service and welcome those who have taken career breaks. We will consider flexible working arrangements or home working arrangements for any of our roles and also offer work place accommodations to ensure you have what you need to effectively deliver in your role. What you can expect from us: We are committed to creating an environment where you can be exceptional at all you do. To help us deliver this, we promise to: Challenge Your Limits by creating a stimulating working environment and providing opportunities for you to be involved in meaningful and challenging work Support Your Aspirations with a commitment to learning and development that helps you achieve and build your experience with people who want you to succeed Value Your Input whereby leaders and managers will involve you in key decisions, listen to your thoughts and recognise the important contribution you make Balance Your Life through a work life partnership that focuses on making this an inclusive, diverse and friendly place to work and offers the flexibility and support that enables everyone to be at their best How do we support our employees: All M&G plc employees will be supported in the workplace through our M&G Employee Assistance Programme (EAP). If you need counselling, confidential financial or legal advice. The service is available 24 hours a day, 365 days a year and offers access to qualified professionals who can provide specialist information, advice and support on many issues. It offers a broad range of services, including help with family issues, maintaining work/life balance and mental health support. The Role: 12 month FTC We are currently recruiting for a Quality Assurance Consultant to join a busy and dynamic team that is responsible for providing a high level of oversight to outsourced operational activity. Primary focus of this role will be to work alongside our third party suppliers, providing oversight to customer focused activity (inbound & outbound contact) with a view to improving identification of complaints, eliminating failure demand and designing and delivering initiatives to reduce overall contact volumes. There will also be a number of oversight tasks relating to a variety of operational processes with findings to be turned in to actions that improve customer experience and reduce risk. These processes will involve money in, money out and ongoing servicing activity. The QA Consultant will also be expected to analyse risk events and breaches to spot trends and drive improvements which result in the reduction of occurrences and an improved set of controls. As the role develops, the scope will likely increase providing the successful candidate with an opportunity to be involved in areas of the customer and product lifecycle from an operational perspective. Reporting to the Senior Relationship manager, the individual will be expected to attend key meetings (service reviews, change etc) whilst also contributing to the content of regular feedback/lessons learned sessions both internally and with our suppliers. The role will primarily be home based with the exception of initial induction & training phase which will take place in our Edinburgh office. There will also be a requirement to attend the office on a few occasions each month. This is a great opportunity to build extensive knowledge of our proposition and work alongside talented individuals and is a great place to work and support your career development. Key Responsibilities for this role: Identification of operational risks and supporting solutions to mitigate Conduct Quality Assurance activity over a wide range of customer journeys and processes Maintain effective working relationships across the business to gain and provide support for initiatives for continuous improvement Production of MI for team and wider business use Engage in constructive feedback discussions both internally and with our external suppliers Key Knowledge, Skills & Experience: Previous customer service and or/operational oversight experience essential Previous experience of Quality Assurance/Process Improvement essential Excellent verbal and written communication skills Problem Solving & analytical skills Strong planning & organisational skills Knowledge of operational process improvement & risk management Work Level: Experienced Colleague Recruiter Name: Phoebe Ewers Closing Date: 4th October 2022 We live by four behaviours at M&G and we ask all our employees to: Inspire Others - Support and encourage each other, creating an environment where everyone can contribute and succeed Embrace Change - Be open to change, willing to be challenged and able to adapt quickly and imaginatively to new ideas Deliver Results - Focus on outcomes, set high standards and deliver with energy and determination Keep it Simple - Cut through complexity and bureaucracy, be clear and decisive and never overcomplicate things