Quality Assurance Consultant - Investor Experience, Quality & Continuous Improvement (IXQCI)

About Northern Trust

As a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the world’s most successful individuals, families, corporations and institutions.

Since 1889, we have aligned our efforts with our three guiding Principles That Endure: Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide.

With more than 135 years of financial experience and over 24,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

Quality Assurance Consultant

Investor Experience, Quality & Continuous Improvement (IXQCI)

About the Opportunity

Join the Investor Experience, Quality & Continuous Improvement team in a role that directly influences service quality, risk awareness and investor outcomes across Transfer Agency.

As Quality Assurance Consultant, you will provide independent quality oversight, identify service improvement opportunities and help teams turn quality insight into practical action.

This is an ideal opportunity for a Transfer Agency professional who wants broader exposure, stronger stakeholder impact and a clear role in shaping service excellence.

What You’ll Do

Quality Assurance & Oversight

• Complete independent, risk-based reviews across communications, case management, calls and operational processing.

• Apply agreed quality standards consistently and objectively across sampled work.

• Assess work against quality standards including accuracy, completeness, clarity, ownership, timeliness and investor focus.
• Maintain auditable quality records and evidence.

• Identify emerging quality themes, service risks and control weaknesses.

Trend Analysis & Continuous Improvement

• Analyze quality trends to identify recurring issues, control gaps and improvement opportunities.
• Identify root causes of quality defects and service failures.
• Translate insights into clear, actionable recommendations for operational teams.

• Partner with operational teams to improve processes, controls and ways of working.

• Monitor improvement actions and validate sustained outcomes.

Feedback & Coaching

• Deliver constructive feedback that helps teams improve quality, consistency and investor outcomes.
• Help managers and teams understand quality trends and improvement opportunities.

• Contribute to coaching, knowledge-sharing and capability-building activities.
• Promote a culture of continuous improvement and learning across Investor Services.

Reporting, Governance & Insight

• Produce regular quality reporting and management information.

• Present quality themes, actions and outcomes clearly to internal and external business stakeholders.
• Track remediation actions to ensure completion and effectiveness.

• Support governance forums with clear, data-driven quality insights.

• Help enhance quality frameworks, standards and methodologies.

Investor Experience Enhancement

• Act as a champion for investor-focused service excellence.

• Use insight to simplify the investor journey and strengthen the end-to-end service experience.

• Measure the effectiveness of service improvement initiatives through defined outcome metrics.
• Support strategic initiatives that enhance both partner and investor experience.

What We’re Looking For

We’re looking for someone who brings strong Transfer Agency knowledge, sound judgement and the confidence to turn quality insight into practical improvement.

Transfer Agency Expertise

• Strong understanding of Transfer Agency operations and investor servicing.
• Experience across TA service areas

• • Investor Services
  • Registration & AML/KYC
  • Onboarding
  • Dealing
  • Finance
  • Client Services

Analytical & Problem-Solving Skills

• Ability to interpret data, identify patterns and draw practical conclusions.

• Strong root-cause analysis and problem-solving capability.

• Experience using quality, operational or performance data to inform decisions.
• Ability to turn insights into measurable improvement actions.

Stakeholder Management & Communication

• Strong written and verbal communication skills.

• Ability to influence through evidence, insight and well-structured recommendations.
• Confidence presenting findings to managers and teams.
• Comfortable giving feedback that supports learning and sustained improvement.

Continuous Improvement Mindset

• Passion for service excellence and operational improvement.

• Experience participating in change, process improvement or quality initiatives.

• Curious, proactive and willing to challenge constructively.
• Outcome-focused, with the drive to move from issue identification to measurable improvement.

What Success Looks Like

Success in this role will be measured by stronger quality outcomes, clearer insight and sustained service improvement across Transfer Agency.

• Improved quality scores across Transfer Agency operations.
• Reduction in recurring quality themes and service defects.
• Increased effectiveness of feedback and coaching interventions.

• Stronger controls and adherence to standards.
• Better investor and partner experience outcomes.

• Strong governance, reporting and visibility of quality performance.

• Sustainable continuous improvement.

Why Join Us?

This is a high-impact opportunity to broaden your Transfer Agency exposure, build quality and consulting expertise, and help shape the future of Investor Experience within Northern Trust.

Work Authorization

Applicants must have the right to work in Ireland at the time of application and for the duration of employment.

Please note that Northern Trust is unable to provide employment permit sponsorship for this role. This includes Critical Skills Employment Permits, General Employment Permits, Intra-Company Transfer Employment Permits, Stamp 1G permissions, and other employment permits under Irish immigration frameworks.

Working with Us

As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to an inclusive workplace and assisting the communities we serve.

Philanthropy is deeply rooted in Northern Trust’s history and is an essential element of our culture. Employees around the world give their time and talent to work for the greater good of their communities.

Reasonable Accommodation

Northern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at MyHRHelp@ntrs.com, or alternatively you can discuss your individual requirements with the recruiter you are working with.