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Job Title: Quality Assurance Analyst
Location: Oxfordshire
Salary: £40,000 - £55,000 depending on experience
Hours: Monday to Friday 9 am to 5.30 pm
Benefits:
- 23 days holiday plus bank and public holidays
- Simply Health Cash plan
- Employee assistance programme
- Bupa (after qualifying period)
- Free Legal and Conveyance fees
- Volunteering days off
- Enhanced Maternity and Paternity Leave
- Company sick pay
- Ongoing learning and development opportunities
- Discounted Gym Membership
- Social events throughout the year
About the position of the Quality Assurance Analyst
As a Quality & Compliance Analyst, you'll lead compliance assessments, monitor trends, conduct audits, and provide expert training to drive high standards across the team. Your expertise will be instrumental in ensuring adherence to FCA regulations, Consumer Duty standards, and mortgage compliance frameworks.
Responsibilities for the role of Quality Assurance Analyst
- Confirm that the required operational policies and processes are in place and the latest versions are made available to all members of staff to ensure all client Service Level Agreements (SLAs) are met.
- Implementing quality assurance processes and procedures focused on good customer outcomes and client SLAs, as approved by Senior Management, to ensure the expected service levels are maintained.
- Conducting regular compliance assessments including compiling and reviewing Management Information to ensure that protocols and procedures are being adhered to and identify areas of risk/non-compliance.
- Conduct regular compliance audits, including regular call monitoring and customer correspondence reviews, to evaluate compliance with established standards and SLAs and identify areas for improvement.
- Monitoring and reporting of compliance issues/ trends and breaches with suggestions for remediation etc.
- Conducting training, providing feedback and other remedial actions where required.
- Investigating customer complaints and assist in their resolution including the drafting of Final Response Letters.
- Participating in the development of new initiatives, ensuring compliance with any changes to the processes from time to time.
- Any other compliance and Quality Assurance work assigned by the management from time to time.
Experience and skills required for the role of Quality Assurance Analyst
- Prior experience of working in Compliance/ Quality Assurance/ Audit roles within a regulated mortgages environment.
- Knowledge of FCA's regulatory framework, especially Consumer Duty and mortgage regulation, and UK GDPR.
- Prior experience in Customer Services or Arrears Management, with a preference for candidates with experience in mortgage administration/ servicing.
- Awareness of legal and regulatory environment in relation to mortgage lending and administration.
- Excellent attention to detail, strong organisation/prioritisation skills and communication skills are also mandatory, as well as high levels of integrity.
- Proficiency in Microsoft Word, Excel and PowerPoint.
For more information regarding the role of Quality Assurance Analyst please contact us
Stellar Select is acting as an employment agency and is a corporate member of the REC.
Due to a high volume of applications, we will only contact you if your application has been successful. We aim to contact all successful contacts within two business days.
