Quality Assurance Officer

The Quality Assurance Officer plays a key role within the 1st Line Risk Team supporting both regulated and non-regulated mortgage activities by ensuring effective risk management and consistently fair customer outcomes. This role involves carrying out detailed quality assurance checks across operational conduct and compliance activities ensuring colleagues adhere to process guidelines company policies and regulatory standards. You will be assessing the overall customer journey in line with Consumer Duty expectations provide constructive feedback to enhance competence and identify trends or process improvements that drive business efficiency and better outcomes. 

Typical duties include:

• Complete Quality Assurance activity in line with productivity expectations
• Maintain SME knowledge of business procedures to ensure accurate right first time QA assessments are undertaken
• Display consistent decision-making and provide constructive feedback to colleagues to drive improvements in competence and customer outcomes
• Help to identify key risks trends and areas for improvement and ensure that both best practice and common findings are shared with colleagues
• To escalate appropriately in the event of any significant regulatory or process breaches
• Identify and escalate deficiencies in business procedures that are impacting customer outcomes or business effectiveness

Qualifications :

Candidates with a blend of the following skills and experience are encouraged to apply. 

• Strong written and verbal communication skills
• Ability to provide feedback in a professional & constructive manner
• Excellent attention to detail
• Effective decision-making skills
• Proven ability to plan & organise workload and to adhere to targets/deadlines
• High expectations of Customer Service excellence
• Proficient in use of Microsoft Word Excel and Outlook

Desirable:

• Experience within the Financial Services Industry
• Good understanding of FCA expectations and the Consumer Duty outcomes
• Experience of Quality Assurance activity and a continuous improvement culture

Additional Information :

If you feel you have some of the skills mentioned above but not all please do still apply and we would be happy to have a further discussion with you in regards to your suitability for the role.

Together embraces diversity and inclusion and are proud to be an equal opportunity workplace. Not only do we welcome difference we celebrate it support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds perspectives and skills.

If you feel youd benefit from any support or reasonable adjustments during any stage of the recruitment process please dont hesitate to let us know when completing your application. This information will be picked up by our team so we can try and put steps in place to help you be at your best through this process.

Click here for more information on our Recruitment Process

Please note that all successful applicants will undergo relevant employment reference financial and criminal record checks.

Remote Work :

No

Employment Type :

Full-time