Quality Assurance Analyst Shawbrook Risk Services & Operational Risk GB Published D

The Risk Services Quality Assurance team is a centralised team responsible for QA activities across the bank, including both Commercial and Retail franchises' pre and post-sales activities.

The Quality Assurance Analyst will ensure that the bank's products, services, and operations meet the relevant standards of quality and compliance by conducting effective Quality Assurance testing and analysis, specifically for Collections & Recoveries.

Our testing approach is data-driven, utilising systematisation and AI integration. The Quality Assurance Analyst will have an open and inquisitive mindset to challenge conventional QA practices by leveraging AI and analysing data to evaluate customer outcomes.

The Quality Assurance Analyst will be responsible for ensuring that findings, financial remediation, and account rectification identified through testing are communicated to stakeholders and addressed correctly within the instructed timescales. They will be confident in engaging in challenging discussions with stakeholders about findings, whilst adopting a pragmatic approach to reaching agreements.

Responsibilities specific to the role include but are not limited to:

• QA Testing:
  Apply a holistic and independent perspective to assess customer outcomes and staff adherence to the bank’s policies and processes, in line with the QA Framework.
• Data and AI:
  Leverage AI tools and data analysis to evaluate customer outcomes by identifying patterns, anomalies, and potential risks across large datasets. Use sentiment and trend analysis to inform continuous improvement efforts.
• Outputs:
  Identify and instruct financial remediation and account rectification, ensuring actions are completed as directed. Maintain a log of poor customer outcomes, including details of financial remediation and account rectification where applicable.
• Analysis:
  Review and analyse QA testing outputs to identify common trends and themes, and assess whether findings indicate systemic issues. Recommend enhancements to processes, procedures, systems, and controls.
• Engagement:
  Collaborate with colleagues across the business to share findings, identify root causes, and agree on corrective actions.
• Thematic Reviews:
  Conduct deep-dive or enhanced QA testing in line with the QA plan or on an ad-hoc basis as required.
• Continuous Improvement:
  Contribute to the development and refinement of the QA framework, tools, and reporting mechanisms to ensure alignment with regulatory expectations and evolving business needs.

• Minimum 2 years Quality Assurance/Customer Outcome experience.
• Minimum 2 years Collections & Recoveries experience.
• Strong analytical and problem-solving abilities.
• Experience/knowledge of TCF, CCA, MCOB, & CONC.
• A good understanding of Residential and BTL Mortgages, Unsecured Loans and/or Motor Finance.
• Familiarity of AI technologies, data tools, and their functionalities.

• Curious about data and AI with a willingness to learn.
• Effective in handling challenging conversations and influencing perspectives.
• Adaptable, flexible and positive with an enthusiastic "can do" attitude.
• Excellent verbal and written communication skills.
• Excellent planning and organisational skills.
• Able to work under pressure and to tight deadlines.
• Accuracy & Attention to detail.
• Confident testing multiple product types.

Shawbrook provides finance to a wide range of customer segments that value the premium experience, flexibility and certainly we deliver. We are a purpose-led organisation, with a focus on delivering long-term sustainable value for all our stakeholders.

We have a diversified offering, with our innovative lending propositions tailored to meet specific customer needs in carefully selected markets across SME, Real Estate and Personal. Our products range from complex structured credit facilities for growth-focused businesses to mortgages for professional landlords and property investors, as well as simple loans for consumers delivered digitally. We fuel our lending through customer deposits, which we attract by delivering a premium experience, choice and consistently great value to smart savers.

The business model we have created is…