Quality Assurance Analyst

Who you are

• Previous financial services experience with a strong understanding of FCA regulatory requirements, including Consumer Duty, vulnerability and customer outcome principles
• Educated to GCSE/O-Level standard (including Maths and English) with good IT literacy and proficiency in Microsoft Office applications
• Strong analytical skills, attention to detail and the ability to identify trends, assess risks and make sound evidence-based decisions
• Excellent organisation, time management and multitasking skills, with the ability to prioritise workloads, meet deadlines and deliver results
• Effective written and verbal communication skills, with the ability to provide constructive feedback tailored to different audiences
• Self-motivated and resilient, able to work independently, use initiative and adapt positively to changing business needs
• Highly personable with strong stakeholder management skills, capable of building effective relationships and communicating confidently across teams
• Demonstrates Oodle’s proactive, results-oriented approach and core values, leading by example in all aspects of work
• Loan origination and/or loan management experience
• Previous experience in a Quality Assurance, Audit, or Customer Outcome Testing environment
• Good knowledge of Oodle processes and Consumer Credit/Motor Finance operations
• Experience using speech analytics, quality assurance, customer insight, or monitoring tools
• Ability to identify trends, root causes and potential customer harm, translating findings into practical recommendations
• Strong stakeholder management skills, with the ability to provide constructive challenge and influence decisions using evidence-based findings
• Experience producing clear reports, management information, and assurance findings for a variety of audiences
• Relevant industry qualifications and a strong understanding of regulatory, compliance, and customer outcome requirements

What the job involves

• Monday – Friday 9am – 5.30pm (37.5 hours per week)
• Due to our continued growth, we are looking to appoint a Quality Assurance Analyst who will undertake independent quality monitoring of customer interactions across the business
• They will be responsible for helping to ensure that we meet both regulatory and non-regulatory requirements, and our expected internal standards
• The role is responsible for delivering independent quality assurance through the assessment of customer interactions, thematic reviews, customer journeys and operational activity
• The successful candidate will identify risks, assess customer outcomes, provide insight to stakeholders and support continuous improvement across the business
• Conduct quality assurance reviews of customer interactions, journeys and operational processes using agreed scorecards, frameworks, systems and monitoring plans
• Assess customer outcomes, regulatory compliance, conduct and operational risks, delivering thematic reviews and evidence-based recommendations to drive continuous improvement and meet Consumer Duty requirements
• Evaluate interactions involving vulnerable customers to ensure appropriate support, fair treatment and positive customer outcomes
• Provide clear, balanced and evidence-based feedback, identifying training needs, coaching opportunities and key focus areas to improve individual, team and business performance
• Analyse quality assurance findings to identify trends, root causes, emerging risks and potential customer harm, escalating concerns and supporting remediation and preventative actions
• Facilitate and participate in calibration sessions, assurance reviews and quality meetings to ensure consistency, provide independent oversight of first-line monitoring activities and maintain QA standards
• Build and maintain effective relationships with Operational, Coaching, Compliance and external client stakeholders, while preserving the independence of the Quality Assurance function
• Maintain up-to-date knowledge of products, regulations, legislation and industry best practice, supporting onboarding, agent accreditation, personal development and wider business capability

The application process

• ☎️Initial screening
• 🔦 Capability and Technical interview (1 hour)

Benefits

• 25 days holiday (plus bank holidays) increasing to 28 days after 3 years service.
• Private Medical - with reward schemes paid for you and your family.
• Health cash plan - for employee's and children to claim money back for dental, optical, etc
• Pension (5% Employer 4% Employee Contribution)
• Life Assurance - 4 x annual salary - benefit funded by Oodle 
• Free breakfast, drinks and fruit in the office – you can help yourself to cereals, toast, fizzy drinks and lots of fruit
• Employee discounts – discounts you can access anywhere, anytime for all major shops. 
• Oodle Academy - Learning and development opportunities
• 1 day volunteer day per year – an opportunity to give back to the community each year
• Mental health care – 6 free counselling sessions via our EAP (Employee Assistance Programme)
• Paid sick leave – enhanced company sick pay (6 weeks full pay)
• Mentoring Program
• Enhanced family leave – We offer up to 4 weeks’ paternity leave on full pay and 26 weeks’ maternity leave on full pay