Quality Analyst

4 days ago

Johannesburg, Gauteng, South Africa IG Group Full time

Quality Analyst - Trading Services

Job Title: Quality Analyst - Trading Services

Job Description

So, who are we?

We're IG Group. No, not Instagram – though we're a pretty big deal ourselves. We're a global, FTSE 250-listed company made up of a collection of progressive fintech brands in the world of online trading and investing. The best part? We've snapped up many awards for our top-class platforms, forward-thinking products, and incredible employee experiences.

We believe in financial freedom. And our purpose is to help ambitious people achieve it. Around 400,000 people use our groundbreaking technology and forward-thinking platforms to trade the financial products they know and love.

Did we mention we have offices in 18 countries? Yes, when you join IG Group, you'll have the chance to work across multiple brands, with people all over the world. Join us for an exciting future and let's innovate together

We believe that a diverse workforce brings creative energy to our business, powers innovation and sets us up for continued global success. We're committed to developing teams of individuals with a wide variety of perspectives and skills to help us realise our vision and strategy. So, we welcome people of any age, ethnicity, culture, faith, gender identity or expression, sexual orientation or physical capacity who connect with our values and bring something fresh to our business.

What you'll do
This role sits at the intersection of quality assurance and client experience. As a member of the Training and Development (T&D) team, the Quality Analyst will assess client interactions across multiple channels (phone, email, and chat). You will evaluate service quality, focusing on internal quality metrics, CSAT scores, and the overall client journey. Your role will support the Trading Services team in identifying key areas for improvement, driving performance improvements, and ensuring high standards of client service.

Collaborating with various teams within Trading Services, you'll be integral to maintaining our service excellence and continuously refining our approach to client interactions.

Your responsibilities will include:

  • Conducting regular evaluations of client interactions (via phone, email, and chat), focusing on CSAT, internal quality metrics, and overall service quality.
  • Providing actionable feedback and coaching to Trading Services Analysts and Trainee Sales Traders to foster performance improvements.
  • Developing a deep understanding of current procedures, policies, and processes to align evaluations with business objectives.
  • Identifying trends and recurring issues from client interactions and suggesting areas for service delivery improvement.
  • Collaborating within the Training and Development team to align training materials with evaluation results.
  • Monitoring team performance against established quality metrics and KPIs, ensuring adherence to service standards.
  • Assisting in the creation and updating of internal feedback forms and evaluation tools.
  • Reporting evaluation results to management, highlighting insights, trends, and recommendations for process improvements.
  • Liaising with other teams, including Trading Services and Client Services, to communicate concerns and recommend corrective actions.
  • Ensuring adherence to IG's Tone of Voice and brand experience principles.

Where you'll work

As part of our hybrid working environment, you'll split your time between home and the office. In this way, you'll be able to enjoy a better work-life balance and always bring your best self to your role. At the office, you'll have access to everything you'd expect from a world-class employer, such as a modern working environment, agile spaces, private quiet rooms and breakout areas. Plus, all our offices are located in iconic city centres, close to everything you might need for a rewarding working experience.

Who we're looking for

You're curious about things like the client experience, the rapid developments in tech, and the complex world of fintech regulation. You're also a confident, creative thinker with a knack for innovating. We know that you know every problem has a solution. Here, you can try new ideas and lead the way in creating inspiring experiences for our clients and everyone around you.

We don't fit the corporate stereotype. If you want to work for a traditional, suit-and-tie corporate that just gives you a pay cheque at the end of the month, we might not be for you. But, if you have that IG Group energy and you can stand behind what we believe in, let's raise the bar together.

What you'll need for this role

We're looking for individuals who have a passion for delivering high-quality client service and an eye for detail. To succeed in this role, you'll need:

  • Strong analytical skills with the ability to assess client interactions and interpret performance data.
  • Excellent communication skills to provide clear, constructive feedback to team members.
  • A solid understanding of client service standards and best practices in quality assurance.
  • The ability to manage multiple priorities and work effectively under pressure.
  • Strong organizational skills and a proactive, solution-oriented approach to challenges.
  • Comfort with working with performance metrics such as CSAT and FTR.
  • Flexibility to work in rotational shifts to support global coverage for the department.
  • A university degree or equivalent experience.
  • At least 12 months of experience within Trading Services, with a preference for those with experience in evaluation monitoring.
  • A solid understanding of internal products and processes, along with strong performance in Trading Services.

How you'll grow

When you join IG Group, we want you to have more than a job – we want you to have a career. And you can. If you spot an opportunity, we want you to chase it. Stretch yourself, challenge your self-beliefs and go for the things you dream of. With internal and external learning opportunities, and the tools to help you skyrocket to success, we'll support you all the way.

And these opportunities truly are endless because we have some bold targets. We plan to expand our global presence, increase revenue growth, and ultimately deliver the world's best trading experience. We'd love to have you along for the ride.

Number of openings: 1

#J-18808-Ljbffr

  • Quality Assurance Analyst

    7 days ago

    Johannesburg, Gauteng, South Africa Sutherland Global Full time

    Company Overview:Sutherland Global is a leading provider of business process outsourcing solutions. Our team is committed to delivering exceptional quality and customer satisfaction.About the Role:We are seeking a highly skilled Quality Analyst to join our team. As a Quality Analyst, you will play a critical role in evaluating and documenting customer...

  • Quality Control Analyst

    5 days ago

    Johannesburg, Gauteng, South Africa Wesbank Full time

    We're looking for a detail-oriented and analytical Test Analyst to join our team! In this role, you'll work closely with cross-functional teams to develop and execute testing strategies that ensure the quality of our products and services.Key ResponsibilitiesAs a Test Analyst, your primary responsibility will be to create testing procedures for complete...

  • Quality Control Analyst

    18 hours ago

    Johannesburg, Gauteng, South Africa Rmbwestport Full time

    Key ResponsibilitiesAs a Quality Control Analyst, you will be responsible for ensuring the accuracy and integrity of payroll data.You will work closely with our payroll team to identify and resolve any issues that may impact the quality of our payroll data.The ideal candidate will have a strong understanding of data governance principles and experience with...

  • jnr quality analyst

    9 hours ago

    Johannesburg, Gauteng, South Africa Pronto Labour Team Full time

    JNR QUALITY ANALYSTReference: JHB001367-JC-1Location: NASREC, Johannesburg, Gauteng(Please ONLY apply if you are staying within the NASREC vicinity.)Duties & ResponsibilitiesDaily AnalysisLaboratory DataFlowing InspectionsGuide & Support SamplersAssist with Customer Complaints InvestigationsAdhoc QA AdministrationMinimum Requirements:Degree/Diploma in...

  • Quality Analyst JHB

    1 day ago

    Johannesburg, Gauteng, South Africa Pronto Labour Team Full time

    JNR QUALITY ANALYSTReference: JHB001367-JC-1Location: NASREC, Johannesburg, Gauteng(Please ONLY apply if you are staying within the NASREC vicinity.)Duties & ResponsibilitiesDaily AnalysisLaboratory DataFlowing InspectionsGuide & Support SamplersAssist with Customer Complaints InvestigationsAdhoc QA AdministrationMinimum Qualifications:Degree/Diploma in...

  • Quality Assurance Analyst JHB

    1 day ago

    Johannesburg, Gauteng, South Africa Pronto Labour Team Full time

    Reference: JHB001360-JC-1Jnr Quality Assurance Analyst(MUST currently work as an Analyst with a minimum of 1-2 years' experience in the FMCG Industry)Location: Nasrec, Jhb area (MUST stay within reasonable distance)*** Clearly stipulate if you are willing to relocate at own cost on your Resume/CVDuties & ResponsibilitiesMUST currently work as an AnalystMUST...

  • Technical Quality Analyst

    1 week ago

    Johannesburg, Gauteng, South Africa Santam Insurance Full time

    Stay safe online. Now more than ever it's important to be cybersafe. See Santam's tips to help you stay safe online. Learn more.Find your perfect role at SantamTechnical Quality Analyst (JG8)(Johannesburg)The Technical Quality Analyst role provides technical underwriting and system support for the various divisions and enables quicker decision-making when...

  • Quality Assurance Analyst

    1 day ago

    Johannesburg, Gauteng, South Africa Novo Nordisk AS Full time

    Are you detail-oriented and passionate about maintaining high-quality standards? Do you thrive in a role where you can ensure compliance and drive quality improvements? If so, you might be the perfect fit for our Quality Assurance Analyst position at Novo Nordisk South Africa. Read more and apply today for a life-changing career.The positionAs a Quality...

  • Data Quality Analyst Expert

    2 days ago

    Johannesburg, Gauteng, South Africa FNZ (UK) Ltd Full time

    Data Quality is a critical function within FNZ (UK) Ltd, playing a pivotal role in bridging the gap between business stakeholders, clients, and IT. This strategic position necessitates an individual with strong technical expertise and business acumen to navigate complex data requirements.Key ResponsibilitiesCollaborate with cross-functional teams to gather...

  • Service Quality Improvement Analyst

    4 days ago

    Johannesburg, Gauteng, South Africa BestForexBonus Full time

    Job DescriptionAs a Service Quality Improvement Analyst at IG Markets, you will play a critical role in enhancing the overall service quality of our Trading Services team. Your primary responsibility will be to evaluate client interactions, identify areas for improvement, and develop strategies to enhance service quality.Key ResponsibilitiesEvaluate client...

  • Software Quality Analyst

    4 days ago

    Johannesburg, Gauteng, South Africa Copious Software Full time

    At Copious Software, we're committed to delivering high-quality software solutions that meet our clients' needs. As a Quality Assurance Engineer, you will play a critical role in ensuring the quality of our software applications by testing their APIs using Katalon Platform.We're looking for a skilled professional with a minimum of 3+ years of experience in...

  • Quality Control Analyst Position

    5 hours ago

    Johannesburg, Gauteng, South Africa Pronto Labour Team Full time

    Laboratory Quality Assurance RoleWe are seeking a highly skilled Laboratory Quality Assurance professional to join our team at Pronto Labour Team.Job Summary:The successful candidate will be responsible for ensuring the highest standards of quality in our laboratory operations.Conduct daily analytical tasks.Analyze laboratory data to identify trends and...

  • Data Quality Analyst

    2 days ago

    Johannesburg, Gauteng, South Africa FNZ (UK) Ltd Full time

    Data Quality is a group of people that play a mediating and collaborating role between business, our clients and IT. This middle ground determines the calibre of person that would fit the role to be a strongly technical as well as business minded. Often this type of person is categorized as an intrapreneurial.Primary responsibility is to gather Data Quality...

  • Quality Analyst

    4 days ago

    Johannesburg, Gauteng, South Africa BestForexBonus Full time

    Quality Analyst - Trading Services at IG MarketsAt IG Markets, we are committed to delivering exceptional trading services to our clients. As a Quality Analyst - Trading Services, you will play a vital role in ensuring that our services meet the highest standards of quality. Your primary responsibility will be to evaluate client interactions to identify...

  • Quality Assurance Engineer

    6 days ago

    Johannesburg, Gauteng, South Africa Linkfields Innovations (Pty) Ltd Full time

    About the RoleLinkfields Innovations (Pty) Ltd is seeking a skilled Test Analyst to join our team. As a Test Analyst, you will be responsible for ensuring the quality and reliability of our software applications.Your primary focus will be on designing and executing test cases for functional, regression, system, integration, and UAT testing. You will...

  • Data Quality Expert

    1 day ago

    Johannesburg, Gauteng, South Africa NielsenIQ Full time

    About the RoleWe are seeking an experienced Data Quality Expert to join our team as a Retailer Onboarding Specialist. In this role, you will be accountable for Retailer, eCommerce, and Vendor Onboarding, Engagement, and Compliance Improvement for received data.You will work closely with Suppliers, the DA Strategy Team, eData Analysts, and Project Managers to...

  • Service Quality Specialist

    4 days ago

    Johannesburg, Gauteng, South Africa IG Group Full time

    We're IG Group, a global fintech company with a passion for delivering high-quality client service. We're looking for a Service Quality Specialist to join our Trading Services team.This role sits at the intersection of quality assurance and client experience. As a member of the Training and Development (T&D) team, the Quality Analyst will assess client...

  • Test Analyst

    21 hours ago

    Johannesburg, Gauteng, South Africa Cecile Personnel (Pty) Ltd Full time

    Are you a detail-oriented Test Analyst with a passion for quality assurance and automation? Do you have experience in banking, payments, or treasury? Join our dynamic team and help us ensure seamless, high-quality software solutionsSenior Test AnalystBased: Sandton, JHBAs a Test Analyst, you will be responsible for developing and executing testing procedures...

  • Quality Assurance Specialist

    5 days ago

    Johannesburg, Gauteng, South Africa Linkfields Innovations (Pty) Ltd Full time

    Job Description:We are seeking a highly skilled Quality Assurance Specialist to join our team at Linkfields Innovations (Pty) Ltd. As a key member of our software development team, you will play a vital role in ensuring the quality and reliability of our applications.Your primary focus will be on designing and executing test cases for functional, regression,...

  • Junior Quality Assurance Specialist

    5 hours ago

    Johannesburg, Gauteng, South Africa Pronto Labour Team Full time

    JNR QUALITY ANALYSTLocation: NASREC vicinity required.Duties and Responsibilities:Analytical tasks daily.Lab data analysis.Flowing inspections of laboratory equipment.Guiding and supporting samplers.Assisting with customer complaints investigations.Ad-hoc QA administration support.Key Requirements:Degree or Diploma in Analytical Chemistry, Food Technology,...