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Pensions Quality Assurance Lead

Job Location: Chesterfield

Job Number: 00398541


- Job description

Role: Pensions Quality Assurance Lead (Associate Manager)
Location: Chesterfield
Travel: None
Salary: up to £40,500 – dependant on experience 


Join Accenture and help transform leading organisations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. 

Join Accenture Operations and you will become part of the largest and most diverse group of business operations specialists in the world. You will be part of a team which provides business process excellence, implements leading cloud technology and builds and transforms client infrastructure services. 

We are constantly seeking new ways to achieve high performance in our clients’ business operations! We provide technology-enabled business process services to deliver business outcomes and are constantly seeking new ways to achieve high performance in our clients’ business operations.

The QA Lead is tasked with evaluating and ensuring quality delivery of the Service Delivery teams (Tier 1-Tier 3, data services, payroll) in BT Pensions, chesterfield. This role is responsible for the overall quality framework and outcomes of the BTPS service. The role reports to the Service Delivery Lead and the Risk and Compliance Lead.

What responsibilities will you have?
  • Performs detailed case review and provides feedback with agents. Focused on:
o Technical Accuracy
o Quality of member communications 
o Quality of Case Outcomes / member satisfaction
o Completeness, accuracy and quality of member files
o Appropriateness, use of, sign-off and retention of checklists
o TAT/SLA’s adherence 
  • Assess agent performance using objective data to rank agents for performance assessment (Top Quartile, Bottom Quartile) 
  • Recommend individual ‘Performance Improvement Plans’ (PIP’s) for employees not meeting quality targets and follow through to satisfactory completion (working with Capability Development Lead)
  • Makes recommendations to improve quality framework and outcomes. Follows these through to implementation
  • Follow through to ensure agent feedback is being shared and actioned
  • Managing the time/deliverables of any resources supporting QA activity (including repurposing activity or tasks done now to drive better quality outcomes)
  • Drives the QA root cause analysis of issues identified– including ensuring learnings and feedback are built into ongoing service delivery to prevent re-occurrence
  • Owns and improves the current ‘Complaints Process’
  • Identify continuous improvement opportunities within the Service Delivery environment, consulting with other subject matters experts, as necessary to improve Quality outcomes
  • Baselining current quality outcomes and set (SMART) improvement targets  
  • Reporting status, key metrics to the operations and client leadership team
  • Responsible for ensuring CSAT is analyzed, measured and remains above target (working with the Service Management team to coordinate rollout of CSAT tracking across Tier 2 and Tier 3))
  • Supports monthly/quarterly service performance reporting for quality metrics
  • Review and enhance the current ‘1st Line Defense’ quality standard 
  • Assesses Accenture or other recognised quality management approaches for adaptation and use in BT Pensions Service. Introduces those that are fit for purpose
What skills & experience are we looking for?
  • Excellent communication and interpersonal skills
  • Part or Fully qualified in a Pensions Professional qualifications and/or Accountancy and Audit qualifications such as:  APMI, ACA, ACCA, CIMA, 
  • Experience of performing internal quality reviews/audit related work
  • Experience working in a complex Pensions Administration business with team leader/managerial experience
  • Ability to participate and lead in analyzing operational opportunities for improvement and present findings and recommendations to the appropriate teams for action.  
  • Strong organizational and administrative skills
  • Ability to operate within a team environment, multi-tasking and prioritizing work across supported clients
  • Use appropriate mannerisms/behavior when interacting with client groups and/or end-users
  • Communicate comfortably with Accenture management or client points of contact.
  • Ability to identify and escalate conflicts in a timely manner to appropriate personnel
  • Mentor and coach others
  • Be open and flexible to new ideas that may alter team goals.

What academic qualifications do you need?

  • The successful candidate must be either Qualified or substantially progressed through Part Qualification. Relevant qualifications include Pensions Professional qualifications and/or Accountancy and Audit qualifications such as:  APMI, ACA, ACCA, CIMA, 

What’s in it for you?

All of our Operations professionals receive comprehensive training covering business acumen, technical and professional skills development. You'll also have opportunities to hone your functional skills and expertise in an area of specialisation. We offer a variety of formal and informal training programs at every level to help you acquire and build specialised skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with others. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.

On top of this, we have an extensive benefits package which includes 25 days’ vacation per year, gym subsidies, private medical insurance and 3 extra days leave per year for charitable work of your choice!

What are the next steps?

If this sounds like the ideal role, career and company for you, click below to apply.

About Accenture

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialised skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. Accenture drives innovation to improve the way the world works and lives. Visit us at

Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity or any other basis as protected by applicable law.

Closing Date for Applications 31/08/2017
Accenture reserves the right to close the role prior to this date should a suitable applicant be found.

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