Quality Assurance Assessor

A Quality Assurance Assessor plays a critical role in ensuring the delivery of fair, compliant and customer-focused outcomes across the lending journey. Working within a specialist buy-to-let lender and supporting the standards and risk framework of its parent company, the role is responsible for independently assessing customer interactions, lending decisions and operational processes against regulatory requirements, internal policies and quality standards. Through detailed quality reviews, data analysis and constructive feedback, the Quality Assurance Assessor identifies trends, risks and opportunities for improvement, helping to strengthen customer outcomes, drive operational excellence and support a culture of continuous improvement, accountability and regulatory compliance across the business.

This is a 12 month fixed term contract role to cover a period of maternity leave.​​​​

Responsibilities

• Carry out routine assurance activities for all teams on Fleet Mortgages systems and controls and ensure impartiality at all times
• Provide feedback from assurance activities to Team Leaders, Department Managers and staff outlining potential improvements, training needs, adherence to policy and procedures, trends and recognising where good performance has been achieved
• Provide recommendations to management on where improvements to customer outcomes and experience can be made
• Record assurance results for individuals and teams accurately and within SLA’s
• Ensure records are updated and maintained in accordance within agreed policy and procedures
  • Continually consider improvements for service and efficiency making suggestions through agreed channels
  • Apply all aspects of the desired consumer outcomes of Treating the Customer Fairly (TCF) and the Consumer Duty
  • Take responsibility for your own learning and development
  • Handle internal and external queries and enquiries effectively, accurately, and professionally, delivering excellent service
  • Carry out ad-hoc tasks as required by management

Requirements

• Previous experience working in a similar role would be beneficial but not essential
• Enthusiastic, flexible and keen to learn and develop a career in Financial Services
• Excellent communication skills both written and verbal are essential
• Able to be self-managing in respect of scheduled workload
• Passionate about service delivery
• Confident self-starter with the ability to build positive relationships
• A willingness to study a relevant professional qualification

Benefits

• 11% non-contributory pension scheme
• 25 days annual leave plus bank holidays, increasing with length of service
• An extra day's leave for your birthday
• Annual leave buying scheme of up to 5 days
• Discretionary annual bonus scheme
• Private Medical Insurance
• Life Assurance (4x basic annual salary)
• Enhanced Company sick pay
• Income Protection Scheme
• Paid time off to volunteer
• Generous family-friendly policies
• Electric Vehicle Salary Sacrifice Scheme
• Free annual flu jabs
• Eyecare vouchers
• Opportunity to gain formally recognised industry qualifications
• Retailer discount and cashback platform
• Employee Referral Scheme