Quality Analyst

About

Description

We’re IG Group. No, not Instagram – though we're a pretty big deal ourselves. We’re a global, FTSE 250-listed company made up of a collection of progressive fintech brands in the world of online trading and investing. The best part? We’ve snapped up many awards for our top-class platforms, forward-thinking products, and incredible employee experiences. We believe in financial freedom. And our purpose is to help ambitious people achieve it. Around 400,000 people use our groundbreaking technology and forward-thinking platforms to trade the financial products they know and love.

Responsibilities

• This role sits at the intersection of quality assurance and client experience
• As a member of the Training and Development (T&D) team, the Quality Analyst will assess client interactions across multiple channels (phone, email, and chat)
• You will evaluate service quality, focusing on internal quality metrics, CSAT scores, and the overall client journey
• Your role will support the Trading Services team in identifying key areas for improvement, driving performance improvements, and ensuring high standards of client service
• Collaborating with various teams within Trading Services, you'll be integral to maintaining our service excellence and continuously refining our approach to client interactions

Qualifications

• Strong analytical skills with the ability to assess client interactions and interpret performance data
• Excellent communication skills to provide clear, constructive feedback to team members
• A solid understanding of client service standards and best practices in quality assurance
• The ability to manage multiple priorities and work effectively under pressure
• Strong organizational skills and a proactive, solution-oriented approach to challenges
• Comfort with working with performance metrics such as CSAT and FTR
• Flexibility to work in rotational shifts to support global coverage for the department
• A university degree or equivalent experience
• At least 12 months of experience within Trading Services, with a preference for those with experience in evaluation monitoring
• A solid understanding of internal products and processes, along with strong performance in Trading Services

Application instructions:

• Apply Now!!