Senior Quality Assurance Officer

Compliance Officer

Ref: 1344Tuesday 21 September 2021

Up to £38k + benefits

We are delighted to offer a unique and exciting opportunity to join a dynamic, innovative, and fast-growing company within Financial Services. If you want to work in a vibrant organisation which embraces data science and are truly customer-focussed but want something different than the usual Banking environment, then this is an opportunity for you. 


Our client is a fintech consumer lender who are well established (over 6 years old and already lent £200m+) and heading for huge growth over the coming years following significant investment.  They have big plans to disrupt and become the dominant force in UK consumer credit using a data-led approach to everything they do. 


Role overview for the Senior Quality Assurance Officer


You will be responsible for quality assurance across the operational team, covering email, inbound and outbound calls to achieve performance goals and maintain employee satisfaction by providing great communication, coaching and professional development.

As the first formal person in to the team (responsibilities are currently spread across the Ops team), you will help scale and develop the Quality Assurance Team, manage the quality framework for Customer Experience, Collections & Underwriting teams in operations identifying themes and coaching areas, training needs and identifying best practices.


Responsibilities of the Senior Quality Assurance Officer

  • Deliver team OKR’s (Objectives, Key Results) and consistently deliver great customer experience in all channels
  • Works closely with 1st and 2nd line teams, legal and compliance teams and cross-functional teams to ensure collaboration and process efficiencies are maintained
  • Responsible for completing monthly, weekly and ad-hoc quality reporting and producing themes, analysis and lessons learnt
  • Responsible for maintaining an environment with an intense focus on customer experience balanced with consistent achievement of standard business objectives
  • Recommends changes to improve quality assurance and enhance customer experience, using detailed analysis
  • Employs principles and techniques as defined in the quality audit criteria, and develops and implements quality assurance standards, processes, and controls
  • Responsible for conducting internal quality audits/monitors of operational team members and assists
  • Produces concise performance reports and analyses for senior management
  • Working closely with the Head of Operations to identify key controls and escalation procedures, and actively identify new issues and risks to ensure controls are in place



Key Skills

  • Exceptional Customer focus and at least 2 years’ experience within a similar QA role within a financial services business
  • Self-directed team player, ability to drive high performance and work independently or in a team-oriented and fast-paced environment
  • Strong coaching skills
  • Excellent communication and interpersonal skills
  • Good analytical and problem-solving skills to identify risks or improvements
  • Proven delivery of excellent customer experience and advocacy
  • Capability to inspire others to deliver their best in their roles
  • Sound knowledge of retail banking or similar environment
  • Desirable: Quality assurance qualification (or compliance)


In return, you will be working in a progressive and dynamic environment (no more suits, high praise for innovation, tight-knit and engaged team) and rewarded with a fantastic benefits package including a matched contribution pension, private medical cover and 25 days annual leave as well as a highly competitive salary.  We will be operating a hybrid working policy whereby at least 2 days will be in the office as we value the knowledge sharing, creativity and team building that this provides, however flexible to have the rest from home.


If you really want to make a difference to a FinTech organisation rather than be a very small cog in a giant machine, then apply now.