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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
• 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.