Quality Assurance Analyst
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Summary
The Quality Assurance Analyst will provide independent 2nd line assurance over end-to-end customer journeys within the Motor Finance Commissions programme. The role involves performing statistically significant sample and risk-based testing to ensure fair customer outcomes and identifying systemic control weaknesses.
This is a remote position.
Quality Assurance Analyst
Start Date: 28th September 2026 - 6 Month Contract
Rate: Competitive Inside IR35
Location: Remote
Role Purpose:
Provide independent 2nd line assurance over end to end customer journeys/outcomes across the Motor Finance Commissions programme, using a combination of Statistically Significant Sample and targeted risk-based testing.
Key Responsibilities:
- Follow a defined framework and scorecard to undertake e2e customer journey testing, from initial contact through assessment, decision, redress and final communication.
- Complete regular SSS testing to provide a representative view of accuracy, consistency and fairness of customer outcomes.
- Perform risk-based testing across higher-risk cohorts and journeys, including vulnerable customers, exceptions, objections/reassessments, high-value redress and nil-redress outcomes.
- Document errors, customer detriment, control weakness and systemic themes as identified, looking to carry out elements of Root Cause Analysis.
Experience:
- Financial Service QA/QC, outcomes testing, compliance monitoring or assurance experience.
- Strong understanding of customer journeys, complaints/redress.
- Ability to apply judgement and assess fair customer outcomes, rather than simply process adherence
- Strong analytical and decision making skills.