Job Family: Credit Operations
Job Title: Quality Assurance Executive
PURPOSE SUMMARY:
The Quality Assurance Executive plays a vital role across key operational functions, ensuring all processes align with agreed practices and regulatory standards. You will strike a critical balance between achieving fair customer outcomes and meeting the commercial needs of the business.
We are seeking a detail-oriented professional with a proven track record in conducting quality reviews, documenting findings, and reporting to agents and senior stakeholders. .
PRINCIPAL ACCOUNTABILITIES:
*Audit & Reporting.
*Continuous Improvement
*Collaboration
*Training & Development
*Coaching
*Compliance Alignment
KNOWLEDGE, EXPERIENCE AND QUALIFICATIONS:
*Regulatory Expertise: Thorough knowledge of the UK regulatory framework, with a specific focus on Consumer Duty.
*Process Mastery: Deep understanding of Credit Operations processes, procedures, and industry best practices.
*Educational/ Coaching Support: Proven experience in developing and executing training programmes (workshops, mentoring, e-learning, etc.).
*Data Analysis: Exceptional proficiency in Microsoft Excel (Intermediate level) and the ability to track performance metrics and recommend strategic improvements.
*Communication: Assertive and confident communicator, capable of delivering feedback to frontline agents and reporting to senior leadership.
IT SKILLS PROFILE:
*Excel and Word to Intermediate level
*Workflow management
This role offers - Hybrid working - 3 days in Slough office and 2 at home. First 2 months 5 days per week in the office for training.