Compliance QA Analyst: Customer Interaction Monitoring

Evolution Money; Manchester; On-site; GBP 32,000 - 40,000; Full time

Benefits offered by this job

Up to 25 days annual leave

Birthday off

Healthcare cash plan

Contributory pension

Long service awards

Cycle to work

Life Assurance

Job summary

Evolution Money in Manchester City Centre is seeking a Compliance QA Analyst to monitor customer interactions across regulated products and data protection, ensuring outcomes are compliant and fair. You will report to the Compliance & Oversight Manager and assess calls, emails and other interactions against our framework to uphold high standards.

The role emphasizes second-line monitoring, coaching, and MI reporting, with opportunities to grow within Team Evo.

Qualifications

• 2+ years in regulated financial services in QA or compliance
• Knowledge of compliance frameworks, regulation, and QA techniques
• Ability to assess interactions against regulatory requirements for good outcomes
• Strong attention to detail and high-quality standards
• Ability to produce concise MI reporting

Responsibilities

• Assess call recordings, emails and interactions tied to regulated products across Evolution Group
• Audit compliance and quality against framework (regulatory and data protection)
• Listen empathetically to ensure the right customer outcomes
• Ensure monitoring meets company policies and regulatory requirements
• Complete monitoring to targets and document MI accurately
• Provide agent feedback with coaching to improve performance
• Assist in training and coaching agents as needed
• Support departmental objectives with assigned Compliance & Oversight tasks
• Collaborate to enhance compliance understanding across the business
• Undertake additional duties as required by the business

Skills

QA in financial services

Regulatory compliance

MI reporting

Customer interaction monitoring

English communication

Attention to detail

Team collaboration

Tools

Quality management software

Job description

Evolution Money in Manchester City Centre is seeking a Compliance QA Analyst to monitor customer interactions across regulated products and data protection, ensuring outcomes are compliant and fair. You will report to the Compliance & Oversight Manager and assess calls, emails and other interactions against our framework to uphold high standards.

The role emphasizes second-line monitoring, coaching, and MI reporting, with opportunities to grow within Team Evo.