Quality Control & Assurance Officer
Department: 1st Line Risk
Employment Type: Full Time
Location: Wrexham
Reporting To: Nikki Funnell
Description
This is a 12 Month Fixed Term Contract
As a Quality control and Assurance Officer you will support the Bank’s first line of defence by ensuring operational activities within savings and secured lending operations.
This will also include activity completed by material outsourcers, checking that these are executed accurately, consistently, in line with regulatory, policy and procedural requirement. You will safeguard customer outcomes, reduces operational risk and strengthen process integrity through systematic quality control and assurance reviews.
Key Responsibilities
Savings & Unsecured Lending Specific
- Carry out timely and accurate QA reviews across savings operations, shared services and unsecured lending material outsourcers, ensuring all activities comply with internal policies regulatory requirements and the bank’s quality assurance framework.
- Perform single‑interaction quality assessments across customer servicing channels, including inbound calls, live chats, and webform submissions to evaluate accuracy, completeness, conduct and customer outcomes.
- Conduct single‑interaction testing on fraud and financial crime operation activities, ensuring controls are followed, risks are appropriately managed and customer outcomes remain fair and compliant.
- Undertake outcome based testing on high‑risk operational processes, including complaints handling, vulnerable customer interactions and any activity with heightened regulatory or conduct risk.
- Provide oversight of offshored operational processes, ensuring quality standards, control expectations and customer outcome requirements are consistently met.
- Provide oversight of material outsourcer servicing activity, ensuring outsourced partners operate in line with contractual obligations, regulatory expectations and the bank’s quality and conduct standards.
Secured Lending Specific
- Carry out timely and accurate QA reviews across secured lending operations and shared services, ensuring all activities comply with internal policies, regulatory requirements and the bank’s quality assurance framework.
- Perform detailed outcome testing on underwritten secured‑lending cases to ensure decisions are accurate, policy‑compliant and aligned with the bank’s credit risk appetite.
- Review the rationale and evidence supporting each underwriting decision, confirming it is transparent and consistent with FCA expectations and internal governance frameworks.
- Perform single‑interaction quality assessments across all lending support channels, including calls, live chats, webforms, broker registration and due diligence reviews to evaluate accuracy, conduct and completeness.
- Conduct single‑interaction testing on fraud and financial crime operations, ensuring controls are followed, risks are appropriately managed and customer outcomes remain fair and compliant.
- Evaluate end‑to‑end customer outcomes across completion activity, confirming that all pre‑completion checks, legal requirements and offer conditions have been met before funds release.
Stakeholder Relations
- Build strong collaborative relationships with key stakeholders across savings, shared services and secured lending operations to support a cohesive control environment.
- Act as a trusted partner to operational leaders by providing clear, evidence‑based insights that help improve quality, reduce errors and enhance customer and business outcomes.
- Maintain professional, constructive relationships that encourage open dialogue, transparency and continuous improvement across all in-scope functions.
Remedial Actions
- Track the full lifecycle of remedial actions from identification through to closure, ensuring clear ownership, realistic deadlines and appropriate prioritisation based on risk and customer impact.
- Validate the effectiveness of completed remedial actions, confirming that underlying issues have been fully resolved and that controls have been strengthened to prevent recurrence.
Skills, Knowledge & Expertise
- Experience within a quality assurance or quality control function is advantageous, though not essential.
- Maintains high levels of accuracy when reviewing documentation, data and processes.
- Communicates clearly and professionally in both written and verbal formats.
- Delivers feedback constructively and adapts communication style to suit different audiences.
- Works effectively with colleagues across functions to resolve issues and improve processes.
- Takes responsibility for the quality and timeliness of work.
- Follows through on actions and commitments with minimal supervision.
- Responds positively to change, new information, and evolving priorities.
- Learns quickly and adjusts approach when needed.
Job Benefits
- Competitive salary
- 25 days holiday PLUS your BIRTHDAY off
- Pension contribution with Royal London
- Life Assurance
- Private medical, dental and optical health insurance with Axa
- Hybrid working
- Free breakfast available
