Quality Assurance Analyst

Quality Assurance Analyst

Manchester or Oxford (Hybrid)

Discretionary Company Bonus Scheme

Monday – Friday 9am – 5.30pm (37.5 hours per week)

• 25 days holiday (rising to 28 after 3 years’ service) plus bank holidays, to take time to recharge and do something you love.
• Private Medical - via vitality, with reward schemes paid for you and your family.
• Health cash plan - via Simply Health for employee's and children claiming money back for dental, optical, etc
• Pension – Oodle will contribute 5% of your salary into your pension pot to help you save for the future
• Life Assurance - 4 x annual salary - benefit funded by Oodle
• Free breakfast, drinks and fruit in the office – you can help yourself to cereals, fizzy drinks and lots of fruit.
• Employee discounts – discounts you can access anywhere, anytime for all major shops.
• 1 day volunteer day per year– an opportunity to give back to the community each year.
• Mental health care – 6 free counselling sessions via our EAP (Employee Assistance Programme).
• Paid sick leave – enhanced company sick pay.
• Enhanced family leave – we provide enhanced family leave for primary and secondary caregivers.

Our mission is to empower our customers by delivering simple experiences, straightforward lending products, and compassionate support, from application to final payment – and beyond.

Upgrading. Growing a family. Fresh starts. Big moves. Bumps in the road.

-we finance cars, but more importantly,we finance people. Since 2016, we’ve supported tens of thousands of customers on their car buying journey

As an employer, your career is important to us. We’re committed to creating an environment where you can thrive as yourself. We celebrate diversity and inclusion, actively working to make sure every team member feels supported on their journey with us. Our Talent Development team is here to support your growth, providing opportunities for learning, development, and career progression.

Due to our continued growth, we are looking to appoint a Quality Assurance Analyst who will undertake independent quality monitoring of customer interactions across the business. They will be responsible for helping to ensure that we meet both regulatory and non-regulatory requirements, and our expected internal standards.

The role is responsible for delivering independent quality assurance through the assessment of customer interactions, thematic reviews, customer journeys and operational activity. The successful candidate will identify risks, assess customer outcomes, provide insight to stakeholders and support continuous improvement across the business.

• Conduct quality assurance reviews of customer interactions, journeys and operational processes using agreed scorecards, frameworks, systems and monitoring plans.
• Assess customer outcomes, regulatory compliance, conduct and operational risks, delivering thematic reviews and evidence-based recommendations to drive continuous improvement and meet Consumer Duty requirements.
• Evaluate interactions involving vulnerable customers to ensure appropriate support, fair treatment and positive customer outcomes.
• Provide clear, balanced and evidence-based feedback, identifying training needs, coaching opportunities and key focus areas to improve individual, team and business performance.
• Analyse quality assurance findings to identify trends, root causes, emerging risks and potential customer harm, escalating concerns and supporting remediation and preventative actions.
• Facilitate and participate in calibration sessions, assurance reviews and quality meetings to ensure consistency, provide independent oversight of first-line monitoring activities and maintain QA standards.
• Build and maintain effective relationships with Operational, Coaching, Compliance and external client stakeholders, while preserving the independence of the Quality Assurance function.
• Maintain up-to-date knowledge of products, regulations, legislation and industry best practice, supporting onboarding, agent accreditation, personal development and wider business capability.

• Previous financial services experience with a strong…