Quality Officer

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We are currently recruiting for a Quality Control Officer to join our Strategic Delivery Team in Bristol on a 12 month FTC. Your Role As a Quality Officer, your primary responsibility is to conduct control and assurance reviews to ensure that the operations consistently delivers fair and compliant outcomes for our clients and their customers in accordance with FCA regulations and internal policies.

This role is evolving to focus more on data‑driven exception monitoring rather than traditional checklist‑based audits, enabling more targeted, efficient, and insightful quality assurance.

• Exception‑based audits and controls:
  Conduct audits and reviews that prioritise data‑driven exceptions—focusing on anomalies, outliers, and risk indicators surfaced through operational data and dashboards.
• Dynamic, insight‑led assessments that better reflect real‑world performance and customer outcome.
• Feedback and actions:
  Provide actionable feedback to the operational team based on exception trends and root‑cause insights. Escalate systemic issues to the Senior Operational Governance & CI Manager with supporting data.
• Root cause analysis:
  Perform root cause analysis of errors and identify actions to address these issues.
• Control framework development:
  Contribute to the evolution of audit templates and control criteria to reflect a more analytical, outcome‑focused approach. Ensure templates are adaptable to emerging risks and operational changes.
• Support:
  Assist in completing other tasks/projects as they arise.
• Communication:
  Create and distribute a quarterly team blog that highlights key trends, control insights, and quality themes emerging from exception‑based review.
• Quality audit calibrations:
  Participate in quality audit calibrations to ensure alignment in our assurance and controls across the team.
• Customer outcome focus:
  Maintain high standards by challenging internal operations using robust, data‑informed criteria with a strong emphasis on customer outcomes, especially for vulnerable customers.
• Vulnerable customer forum:
  Support the running of the vulnerable customer forum and maintain effective record keeping with high levels of accuracy.

• Excellent attention to detail and a conscientious, ‘can‑do’ attitude.
• Client‑focused and supportive of team members.
• Strong communication skills and the ability to work collaboratively.
• Basic knowledge of and ability to use common functions of relevant computer applications with appropriate training.
• Demonstrate satisfactory levels of literacy and numeracy.

You will receive a competitive salary with an annual pay review. You will also have access to an extensive range of benefits via our flexible benefits scheme, including 25 days holiday (which will increase to 30 days based upon length of service) and private medical insurance. At TLT we have a progressive fully flexible working approach, empowering our people to work in a place and at a time that meets the needs of their clients and the wider team and firm.

This agile approach includes hybrid working and support for work/life balance. We are happy to discuss flexible working arrangements for this role.