Join us at Nutmeg a JPMorgan company where we believe Investing should be a clear and straightforward experience to embark on a rewarding career journey within our Quality Assurance team. Where you will play a crucial role as a Quality Analyst supporting the Quality Manager. This is your chance to make a significant impact to our growing investments company, clients and business partners worldwide, all while growing your skills and career. 

The QA Analyst is responsible to ensure our client service, wealth services and operations teams deliver a fair customer outcome to our clients.  

Our independent team provide quality assurance oversight to Nutmeg. The role will involve the review client interactions (e.g. calls, emails, chat transcripts) and examples of operational processes (by checking instances of operational journeys).  We check for correctness, adherence to the underlying processes and procedures and measure them against regulations and customer outcomes. We also provide feedback to business stakeholders and collate themes for wider business reporting.  

Job responsibilities: 

Perform quality assurance on defined samples of completed client cases and activities.  Participate in and lead team discussions on the calibration of findings and build consensus.   Track and review Quality Assurance observations.   Raise process improvements on the Quality Assurance process and or the underlying business process.   Foster a culture of collaboration and information sharing for efficient execution; build strong relationships with internal clients.  Ensure risks & issues are escalated appropriately within the governance structure.   Engage in the reporting and feedback to the business stakeholders of results and recommendations of completed reviews.  

Required qualifications, skills, and capabilities:  

Experience within the Financial Services industry, especially retail investments including ISA and Pension products.  An understanding of FCA and regulatory requirements surrounding Investments.   Detail oriented and a disciplined approach to process and quality controls. Forensic investigating skills.  Strong documentation skills to clearly articulate results of testing.  Excellent organization, written and oral communication skills.  Proficiency in MS Excel, documentation and metrics.  Strong teamwork, partnership, and collaboration. 

Preferred qualifications, skills, and capabilities: 

Quality Assurance background preferred.  Postgraduate/ MBA (or bachelor’s degree preferred).  Investment Sales, Wealth Management, Relationship Management background.  Professionally qualified (IMC, IOC, CFA etc) are desirable but not essential.  Related experience in the financial service industry with retail investment customers.  Experience with QA of call/ chat/ email interactions.