Quality Assurance Advisor (Financial Services)

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.

• 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.

• Previous QA experience in a regulated financial services environment.
• Strong understanding of complaint handling and customer communications.
• High attention to detail and analytical skills.
• Ability to document findings clearly and objectively.
• FCA DISP, Consumer Duty and redress schemes.
• Experience reviewing telephony and written correspondence.

• Own it - take personal responsibility for getting things done, find a way.
• Deliver Unbelievable Service - Create "WoW" moments for your customers every time.

• Enable and empower all employees.
• Our people are at the heart of our success.
• Do the right thing
• Be Empathetic
• Be respectful to everyone, always
• Act with integrity, even when no one is looking.

• Bring your A game every day.
• Passion is contagious- work everyday like it is your first day on the job.

• Stay dedicated to continuous improvement.
• Challenge the status quo and bring forward your best ideas.

"It's not just about what we do, but how we do it - our behaviours are what make us special."

"It's not just about what we do, but the way we do it. And it's our values that make us special."

NB: All appointments are subject to the positive outcome of pre-employment verification checks.