Job Description

Overview:

The

12-month Fixed Term Quality Assurance Administrator

will be based on a hybrid basis from our stunning city centre

office in Leeds.

This means you'll need to be within a commutable distance of one of the offices to enable you to be in the office.


The

FTC QA Administrator will monitor and assess the quality of telephone calls and emails processed by the Contact Centre team

. It's a technical role and previous experience of working within a similar role would be advantageous. It's a fast-paced environment and the team regularly juggle multiple tasks throughout the day.


You'll get the chance to follow your chosen career path anywhere in MUFG Pension & Market Services. You'll be joining a network of experienced, innovative and dedicated individuals across multiple teams and countries. There are countless opportunities to learn new skills and develop in your career and we'll provide the support you need to do just that.

Benefits:

26 days annual leave, plus a wellbeing day, a volunteer day

, bank holidays and the opportunity to buy up to 5 days' extra each year


Health, wellbeing and lifestyle rewards that can be tailored to support you and your family. Everything from: Employee Assistance Programme; Discounts on retail and socialising; Travel and technology; cycle2work scheme; A host of gym and fitness subscriptions; Car Salary Sacrifice scheme

Appreciate programme

: Employee recognition programme

Company Pension Scheme

Life Assurance

Medical Insurance

Paid Maternity, Paternity, Adoption Leave, Shared Parental Leave

What you need

:


As with any role, we want to find the right person and we want to make sure you know it's the right role for you too. You therefore need:

Excellent verbal and written communication skills

o Exceptional organisational

and time management skills, with a positive and flexible attitude


Good working knowledge of Microsoft Office programs (Outlook, Excel, Word and Visio) Excellent attention to detail, with a 'right first time' attitude and an analytical way of thinking An in-depth understanding of great customer service, demonstrating a good team working ethic and the willingness to take on additional responsibilities as and when required Demonstrates integrity, professionalism and respect at all times to colleagues, customers and clients An ability to influence and persuade others using a diplomatic approach Excellent time management skills, demonstrating flexibility and the ability to manage several processes independently at one time A pro-active attitude and commitment when seeking solutions An ability to critique your own performance, acknowledging strengths and areas for development, constantly seeking feedback on your own performance

Day to Day, you will

:


Audit telephone calls and emails in line with company expectations Record your results and analysis for the production of management information Be responsible for providing constructive feedback and acknowledging success Ensure management controls are completed as required and any observations are promptly escalated to the management team Ensure end to end communication and escalation with internal and external customers, clients and partners Support and assist other teams and projects during busy periods, holidays and absence The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.



MUFG Pension & Market Services is a global, digitally enabled business that empowers a brighter future by connecting millions of people with their assets - safely, securely and responsibly.
Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences.


A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights.



Our MUFG Corporate Markets division provides clients with a comprehensive corporate market offering that connects issuers to their stakeholders. Our uniquely integrated range of corporate markets capabilities includes shareholder management and analytics, stakeholder engagement, share and unit registry, employee share plans, and digital and print communications. We also offer company secretarial support, as well as various specialist offerings such as insolvency solutions. We operate in twelve countries throughout Australasia, Asia, Africa, the Middle East, United Kingdom and Europe.


Our teams combine a wealth of industry experience with a rigorous focus on client management to deliver a premium service underpinned by market leading digital technology provided by our Technology division.


MUFG Pension & Market Services is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.


We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of the MUFG Pension & Market Services journey and together we will achieve our full potential.


We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.


Candidates must have the relevant work rights to be considered for an opportunity at MUFG Pension & Market Services. Successful applicants will be required to complete background screening prior to commencement of employment.