Job Description

At Aberdeen, our ambition is to be the UK's leading Wealth & Investments group.
Strengthening talent and culture is one of our strategic priorities. We strive to make Aberdeen a great place to work so that we can attract and retain the industry's best talent.
Our people put our stakeholders at the heart of everything they do by helping us to make a positive difference to the lives of our clients, customers, colleagues, shareholders, and society. We are focused on growing our direct and advised wealth platforms and repositioning our specialist asset management business to meet client demand. We are committed to providing excellent client service, supported by leading technology and talent.
Aberdeen comprises three businesses, interactive investor (ii), Investments, and Adviser, each of which focuses on meeting and adapting to our clients' evolving needs:interactive investor, the UK's second largest direct-to-consumer investment platform, enables individuals in the UK to plan, save, and invest in the way that works for them. Our Adviser business provides financial planning solutions and technology for UK financial advisers, enabling them to create value for their customers. Our Investments business is a specialist asset manager that focuses on areas where we have both strength and scale to capitalise on the key themes shaping the market, through either public markets or alternative asset classes.

About The Role
The Outcome & Quality Assurance Analyst plays a vital role in ensuring regulatory compliance, service excellence, and the delivery of customer-centric outcomes within the Client Experience function. Reporting to the Client Outcome Assurance & Action Manager, this hybrid role combines analytical insight, assurance sampling, and driving continuous improvement across various workstreams.
Key ResponsibilitiesPerform Outcome & Quality assurance sampling across various workstreams within the Client Experience department, including but not restricted to, Complaints, AFC and the Client Engagement Hub (CEH) Provide clear, constructive feedback to agents to support remedial action and development Use MI to identify trends, root causes, and areas of improvement, escalating insights Contribute to maintaining a strong internal control environment Collaborate as a team, conducting peer reviews as required to ensure consistency and fairness in approach Encounter confidential information and will be required to always act with discretion and professionalism Identify MI requirements and support the delivery of detailed daily/weekly/monthly reporting themes, trends & root cause analysis to senior management Drive the resolution of improvement actions with key stakeholders Maximise the use of systems and software to develop and maintain MI reporting Strive for identifying continuous improvement opportunities and execute accordingly Build and maintain key relationships with business stakeholders

About the CandidateStrong experience in Outcome & Quality Assurance sampling in financial services Proven experience in conducting reviews and delivering feedback face to face and via email Excellent stakeholder engagement and relationship-building capabilities Proficiency in Salesforce, Microsoft Excel, and other reporting and communication tools Demonstrates discretion and professionalism when handling sensitive data Has the ability to work both collaboratively and independently, with good prioritisation and time management effectively balancing a varied workload A proactive approach to problem solving, taking ownership of issues and determination to follow tasks through to completion Experience in using structured MI to inform regulatory compliance actions Complaint handling and/or experience conducting AML/AFC reviews including relevant legislation

We are proud to be a Disability Confident Committed employer. If you have a disability and would like to apply to one of our UK roles under the Disability Confident Scheme, please notify us by completing the relevant section in our candidate questionnaire. One of our team will reach out to support you through your application process.
Our benefits
There's more to working life than coming home with a good salary. We have an environment where you can learn, get involved and be supported.
When you join us, your reward will be one of the best around. This includes 40 days' annual leave, a 16% employer pension contribution, a discretionary performance-based bonus (where applicable), private healthcare and a range of flexible benefits - including gym discounts, season ticket loans and access to an employee discount portal. You can read more about our benefits here.
Our business
Enabling our clients to be better investors drives everything we do. Our business is structured around three distinct areas - our vectors of growth - focused on our clients' changing needs. You can find out more about what we do here.
An inclusive way of working
Whatever way you like to work, if you have the talent and commitment to join our team, we'd like to hear from you.
At Aberdeen we've adopted a 'blended working' approach. This approach combines the benefits of face-to-face collaboration, coaching and connecting in our offices with the flexibility of working from home. It enables colleagues to find a balance that works for their roles, their teams, our clients and our business.
An inclusive culture, where diverse perspectives drive our actions, is at the core of who we are and what we do. If you need assistance with your application, or a reasonable adjustment to your interview arrangements - for example, because you are neurodivergent, or have a physical, sensory, cognitive, mental, visible or invisible disability - please let us know and we'll be happy to help.
We're committed to providing an inclusive workplace where all forms of difference are valued and which is free from any form of unfair or unlawful treatment. We define diversity in its broadest sense - this includes but is not limited to our diversity of educational and professional backgrounds, experience, cognitive and neurodiversity, age, gender, gender identity, sexual orientation, disability, religion or belief and ethnicity and geographical provenance. We support a culture that values meritocracy, fairness and transparency and welcomes enquiries from everyone.
If you need assistance or an adjustment due to a disability please let us know as part of your application and we will assist.