Quality Assurance Specialist, Operational Risk

Responsibilities

• Conduct quality assurance reviews across operational processes using agreed methodologies.
• Complete call, case and process assessments to evaluate customer outcomes, regulatory compliance and process adherence.
• Participate in calibration activities to ensure consistency and accuracy of QA assessments.
• Identify trends, themes and emerging risks through QA reviews.
• Provide clear, constructive and evidence-based feedback to support performance improvement.
• Maintain accurate records of QA findings in line with governance requirements.
• Support the production of management information and reporting through accurate data capture and analysis.
• Contribute to the continuous enhancement of QA frameworks, processes and templates.
• Support the day‑to‑day delivery of First Line Operational Risk activities.
• Assist with incident and breach logging, issue assessment and triage, root cause analysis (RCA), remediation tracking, evaluation of remediation effectiveness.
• Ensure incidents and issues are accurately recorded and escalated where appropriate.
• Monitor remediation progress and highlight overdue or at‑risk actions.
• Identify recurring issues, emerging risks and control weaknesses across the business.
• Support colleagues in understanding and managing operational risks.
• Contribute to thematic reviews, analysis and reporting.
• Produce high‑quality management information and reporting for governance forums.
• Collaborate closely with Operations, Risk and Compliance teams.
• Provide meaningful data and insight to support decision‑making.
• Support internal audits, regulatory reviews and assurance activities where required.

• Experience with in Quality Assurance, Operational Risk, Risk & Control, Operational Oversight or similar functions in a regulated environment.
• Experience of First Line risk in a FCA regulated environment.
• Strong understanding of operational processes, controls and risk management principles.
• Experience identifying trends, root causes and process improvement opportunities.
• Strong communication and stakeholder engagement skills.
• Experience producing management information and reporting.
• Excellent analytical and problem‑solving capabilities.
• Strong attention to detail and commitment to accuracy.

• Process Improvement
• Root Cause Analysis
• Incident Logging
• Risk Assessment
• Management Information Production

• Strong Communication
• Attention to Detail
• Problem‑Solving