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Job Title: Quality Assurance | Investor Services | Munster
Location: Dublin
Position Type: Full Time
Ref: KW18QA
Pay range: N.A./Neg
Date Added: 20-03-2018
Last Updated: 20-03-2018

Description:
Overview

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 / Investor Services Dept.

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.

Some of the responsibilities

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 team leaders on your findings and overall quality results achieved
Prepare and distribute team Quality MI within agreed deadlines to ensure timely feedback to partners as part of the one to one process
Schedule and chair a monthly quality review meeting with the management team
Provide coaching and support to 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 flight path and ensure weekly feedback sessions are carried out
Identify trends in investor queries and proactively propose improvement opportunities to Senior Management on how we can better service our investors
Build strong relationships with within the Investor Service Centre and partners across Transfer Agency
Build strong relationships with investor and clients we service as part of the Investor Service Centre
Attend Fund launches on behalf of the and ensure any impacts are shared with Transfer Agency management
Act as a member of the Transfer Agency complaints coordinator team, adhering to the complaints policy and complaints procedure guidelines
Engage contacts across Transfer Agency to support the resolution of complaints keeping Team Leaders & Managers informed where appropriate
Build strong relationships with the Client Service Teams ensuring they are kept up to date on any complaints received relating to their clients
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
Maintain a thorough knowledge of all operational team procedures and processes, work with the operational teams to ensure all procedures are up to date and perform regular reviews to ensure any changes to procedures are reflected

Required Skills: Strong analytical skills are required to research and resolve enquiries as well as complete trend analysis and prepare MI
Must be proficient with Microsoft office products such as excel
Experience: 2-3 years of experience performing quality analysis in a multi-client contact centre environment preferred
Ideally, you will have an operational background in Fund Administration, specifically TA
Strong experience with Verint Call Recording and Monitoring systems and Avaya CMS

Job Classification

Categories: Funds
Funds -> Fund Administration/Custody
 

Contact Details

Posting Company: Quest Recruitment
Contact Name: Kieron Ward
Apply For This Job: Click Here
Company Profile: If you are interested in making this position yours, please contact Kieron on 01 676 0505, click apply below

Voted Best in Practice Accounting & Finance 2017, 2015, 2013 & 2012, Quest is a team of experienced and professional Financial Recruiters dedicated to recruiting Financial Services Professionals. Our reputation for consistent delivery and extensive industry knowledge is second to none. We continue to look to the future; striving to improve continuously on our quality of service and passion for delivery.


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