Manual QA Tester – Performance Quality Analyst

About the role

The Performance Quality Analyst ensures high standards of service quality, operational consistency, and risk mitigation within the Institutional Retirement Client Services function. This role focuses on manual quality assurance, performance monitoring, and data‑driven insights to support fair customer outcomes and continuous improvement.

Key responsibilities

• Conduct QA assessments and control testing in line with the company Quality Framework.
• Evaluate transactions, processes, and service interactions for accuracy, compliance, and consistency.
• Monitor individual and team performance metrics, identify trends, gaps, and risk areas.
• Provide structured feedback and coaching to analysts and collaborate with managers on improvement plans.
• Analyze customer data, QA results, and performance trends; prepare actionable dashboards for stakeholders.
• Partner with cross‑functional teams to test and implement process improvements.
• Ensure adherence to regulatory, compliance, and internal risk standards; support audits and flag control gaps.

Required profile

• Bachelor’s degree in Computer Science, Information Technology, Business, or related field.
• 5‑10+ years of experience in manual testing or quality assurance.
• Experience in financial services, insurance, or pensions preferred.
• Strong proficiency in data analysis and reporting, advanced Microsoft Excel (pivot tables, formulas).
• Familiarity with QA tools, dashboards, and reporting platforms.

Required skills

• Manual testing methodologies.
• Creating test cases from requirements.
• Defect tracking/test management tools (JIRA, ALM, Azure DevOps).
• Advanced Excel for data analysis.
• Use of QA dashboards and reporting platforms.