Responsibilities include
- Conduct quality assurance reviews across operational areas, including Customer Service, Payments, and Financial Intelligence
- Assess adherence to policies, procedures, and regulatory standards through detailed case file and process reviews
- Identify risks, control gaps, and areas for improvement, providing clear recommendations to enhance quality and efficiency
- Prepare management information and quality reporting for senior leadership and committee review
- Deliver feedback and support training initiatives to improve performance and reinforce best practices
- Contribute to the ongoing development of a robust quality control framework and continuous improvement culture
- Proven experience in Operational Quality Assurance within a financial institution or similar regulated environment
- Strong understanding of the UK financial services regulatory landscape
- Skilled in providing structured feedback and producing management information for senior stakeholders
- Excellent attention to detail, analytical mindset, and ability to work independently with minimal supervision
- Collaborative approach with strong communication skills and a commitment to continuous improvement
