Quality Assurance Advisor (Financial Services)

Please be mindful before making your application: We have a start date confirmed for the 23rd March.

Quality Assurance (QA) Analyst – Motor Finance Redress

Role Purpose: To provide independent quality assurance across telephony, complaint handling and casework activity within the Motor Finance Redress Scheme. The role ensures decisions, communications and processes comply with FCA requirements, Consumer Duty, DISP and scheme rules.

Key Responsibilities

• Complete quality reviews of calls, correspondence and case files in line with QA frameworks.
• Assess adherence to SOPs, scripts, regulatory requirements and scheme methodology.
• Identify errors, trends and root causes.
• Provide clear feedback to operational teams and Team Leaders.
• Participate in calibration sessions and thematic reviews.
• Escalate material risks, systemic issues or customer detriment.

Skills and Experience