Quality Assurance Specialist

4 weeks ago

Gurgaon, Haryana, India FRI FIL India Business and Research Services Private Limited Full time

About the Role

The Independent Quality Control team at FRI FIL India Business and Research Services Private Limited is seeking a highly skilled Quality Assurance Specialist to join their team. As a Quality Assurance Specialist, you will play a critical role in ensuring that the Retirement and Tranfers operations team follows established procedures and legal requirements to achieve consistent and good customer outcomes for members and clients of Fidelity's Workplace investing business.

Key Responsibilities

  • Monitor the work undertaken by Fidelity's Retail business to ensure compliance with regulatory guidelines.
  • Review Process Control Assessments (PCA) to identify hidden/inherent risks in the process and develop mitigation plans.
  • Conduct bi-annual Process Control Assessments for all processes.
  • Identify risks in the process through testing and analyzing error trends.
  • Conduct Root Cause Analysis (5 Whys Analysis/Fish Bone Analysis) and Error Trend Analysis.
  • Ensure client requests are processed within agreed service levels and to required quality levels.
  • Record findings and share with line managers and team managers.
  • Work closely with the processing team to address improvement requirements and ensure they understand the reasons for any changes proposed.
  • Drive quality improvement initiatives in the team.
  • Represent the department effectively in key projects.
  • Raise ideas for process improvements on a consistent basis.
  • Prepare MI reports for the team independently.
  • Identify risks in the team proactively and drive forward ideas to mitigate these risks.
  • Taking ownership of individual issues and ensuring they are resolved to the satisfaction of the client.

About You

  • Minimum 2-3 years of experience in a Quality Assurance process.
  • Ability to devise and establish Quality procedures.
  • Develop and implement process improvements and resolve problems proactively.
  • Work across boundaries in a team environment to provide effective resolution of challenges.
  • Interact with business partners regarding inspection results discrepancies.
  • Proven record of monitoring performance by gathering relevant data and producing statistical reports.
  • Confident questioning and effective listening skills.
  • Proven experience of working on complex Excel sheets and PowerPoint presentations.
  • Understanding of MS Access and SharePoint will be an added advantage.
  • Accuracy and attention to detail essential, with strong analytical skills and ability to identify potential risks.
  • Familiarity with statistical tools, graphing, data mining, and presentation of data.
  • Self-starter, demonstrating a good use of initiative and ability to work independently.
  • Strong time management, prioritization, and organizational skills.
  • Ability to build strong relationships and credibility at all levels.
  • Experience of working in a customer-focused, dynamic, commercially driven environment.
  • Flexible and adaptable, responds rapidly to changing agendas.
  • Good understanding of the FCA's Treating Customers Fairly regime to ensure each customer receives the highest level of customer service.
  • Communicator – effective written and verbal skills.

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