Quality Assurance Analyst

Quality Assurance Analyst

Location: Cardiff or Solihull

Salary: £27,000 - £30,000

Hours: 35 per week

• A competitive salary and benefits package including discretionary bonus
• Matched pension contributions
• 25 days annual leave plus bank holidays and your birthday off, on us!
• A wellbeing hour to spend doing whatever makes you happy
• A wide range of flexible benefits from Cycle2
  
  Work to private healthcare
• Life assurance
• Paid volunteering days and matched charity fundraising
• A collaborative and flexible working environment.
• Opportunities for professional development and career progression.
• A chance to make a real impact in a regulated, purpose-driven organisation.

In this exciting role, you’ll play a key part in helping us deliver exceptional customer experiences across all areas of our operation. By monitoring and supporting critical processes, you’ll help ensure we maintain the highest standards of compliance while continually enhancing the service we provide to our customers.

Working within our Consumer Products division, you’ll collaborate with colleagues across the wider Group, sharing best practices, driving consistency, and contributing to a culture of continuous improvement. Your insight and attention to detail will help ensure we not only meet regulatory requirements but exceed customer expectations at every opportunity.

• Monitor customer interactions across multiple channels to ensure regulatory compliance, Consumer Duty standards, and best-practice customer outcomes.
• Conduct quality assurance reviews of processes, systems, and customer journeys to identify risks and improvement opportunities.
• Carry out detailed departmental audits and investigations, escalating findings and recommendations to key stakeholders.
• Assess end-to-end operational processes to proactively identify and mitigate customer and business risks.
• Provide clear, constructive feedback to managers and teams to drive performance and continuous improvement.
• Analyse quality and performance data, contributing to management reporting and business insights.
• Identify, recommend, and support the implementation of process and service improvements.
• Collaborate with stakeholders across the business to ensure compliance, product standards, and customer service expectations are met.
• Engage directly with customers to investigate potential product quality or customer experience concerns.
• Maintain up-to-date knowledge of regulatory and business requirements while delivering accurate, timely reporting and feedback.

• Financial services experience.
• Experience of working within a quality assurance department is desired.
• Working knowledge of relevant computer systems, departmental procedures, products and monitoring systems would be advantageous.
• Accuracy and timeliness.
• Attention to detail.
• Strong customer focus.