GFIE 414 - Quality Assurance Analyst - Preston

About the Job

Are you interested in taking on a high-profile role, working in a complex environment with many internal and external stakeholders?

Can you forge and maintain strong relationships with a wide variety of stakeholders?

Do you have great communication skills with a fine attention to detail?

If so, then please read on as this could be the perfect opportunity for motivated, organised and forward-thinking people to join a vibrant, highly driven team.

Operational Excellence (OE) brings together the teams that help drive change and improvements within CSG and the teams which provide support to the CSG operational areas ensuring their smooth running.

OE is a hot bed of unique learning and development opportunities – the perfect place to shape your future career! The Quality Assurance Services Team (QAST) is responsible for delivering Customer Service Group’s (CSG’s) QA Strategy in relation to assurance activities at Line of Defence 2.

QAST works across all Operational Directorates with assurance activities focusing on Risk, random sampling and specific work-based Commissions across all customer contact channels (Post, Telephony and Webchat). The role of Quality Analyst is responsible for carrying out daily quality assurance reviews across a range of contact channels and Lines of Business within Customer Service.

The successful candidate must be able to work at a fast pace and often to tight deadlines with changing and challenging priorities. This role will suit a self-starter with strong organisational skills and communication skills.

Person Specification

You will need the ability to:

1. Tailor communications, providing clear and concise explanations supported with data to provide insight and recommendations for improvement.
2. Quickly build your technical knowledge of operational processes for your assigned Head(s) of Duty.
3. Manage your own workload effectively, reassessing priorities to meet stretching deadlines.
4. Maintain relationships with a network of corporate and operational stakeholders including subject matter experts across CSG.

The successful candidate will also carry out quality assurance reviews, which includes:

1. Evaluating the action taken by advisers against published guidance/controls ensuring all data captured is of a consistently high standard.
2. Providing concise constructive written feedback to individuals and managers considering the impacts on the customers and wider HMRC.
3. Identifying ineffective controls and escalating opportunities to improve guidance and processes using data to support your recommendations.
4. Building your knowledge and expertise from a range of sources to optimise technical capability and keep up to date with changes to processes across multiple lines of business.
5. Managing your own work effectively enabling the assurance team to prepare accurate and timely analysis and insight reports for our key stakeholders across CSG.
6. Working flexibly to provide effective assurance across a number of contact channels and tax regimes as required to meet business priorities with minimal support.

Informal conversations with candidates are expected to take place in March/April 2025 and it is hoped that successful candidates start in July 2025 following successful security checks.