Quality Assurance Assessor

Mulberry Recruitment Ltd; Farnborough; Hybrid; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Pension 11% non-contributory

25 days' annual leave plus bankH

Birthday day off

Annual bonus scheme

Job summary

Mulberry Recruitment Ltd partners with a financial services organisation in Farnborough to recruit a Quality Assurance Assessor on a 12-month contract. The role focuses on delivering high standards, regulatory compliance and fair customer outcomes.

You will independently assess customer interactions and operational processes, identifying opportunities to improve performance and compliance while supporting team coaching and development.

Qualifications

• Experience in quality assurance or QA in financial services preferred.
• Strong attention to detail and ability to challenge processes.
• Understanding of regulatory requirements and industry standards.
• Ability to identify opportunities for improvement and coaching.

Responsibilities

• Carry out regular assurance reviews across teams to ensure regulatory compliance and quality standards.
• Identify trends, risks and practical improvements to enhance service delivery and outcomes.
• Provide feedback to team leaders and managers to support coaching and development.
• Apply Treating Customers Fairly and Consumer Duty principles to deliver fair outcomes.
• Maintain accurate records of audit findings and SLA-aligned reporting.
• Share insights with management to drive process improvements and efficiency.
• Handle internal and external queries professionally and promptly.
• Support professional development and participate in ad-hoc projects as needed.

Skills

Attention to detail

Regulatory compliance

Quality assurance

Analytical thinking

Communication skills

Job description

Quality Assurance Assessor

Location: Farnborough

Salary: £35,000 per annum

Contract: 12 months

Working Arrangement: Hybrid options available

Make a Difference. Drive Quality. Improve Customer Outcomes.

Are you passionate about delivering exceptional customer experiences, maintaining high standards and ensuring regulatory compliance? Do you have a keen eye for detail and the confidence to challenge, influence and drive continuous improvement?

My client, a well-established organisation within the financial services sector, is looking for a motivated and detail-oriented Quality Assurance Assessor to join their team on an exciting 12-month contract.

This is a fantastic opportunity to play a key role in ensuring customers receive fair, consistent and compliant outcomes, while helping teams deliver the highest standards of service. You'll independently assess customer interactions, business decisions and operational processes, identifying opportunities to improve performance, strengthen compliance and enhance the overall customer experience.

What You'll Be Doing

• Champion quality and compliance: Carry out regular assurance reviews across all teams, assessing systems, controls and processes to ensure they meet regulatory requirements, internal policies and quality standards.
• Drive continuous improvement: Identify trends, highlight potential risks and recommend practical improvements that enhance service delivery and customer outcomes.
• Provide meaningful feedback: Work closely with Team Leaders, Department Managers and colleagues to share findings, recognise great performance and identify opportunities for coaching, training and development.
• Put customers first: Apply the principles of Treating Customers Fairly (TCF) and Consumer Duty, ensuring fair, transparent and customer-focused outcomes.
• Maintain accurate records: Document assurance findings clearly and accurately, meeting agreed service-level agreements (SLAs) and record-keeping requirements.
• Influence positive change: Share insights and recommendations with management to improve processes, operational efficiency and the customer journey.
• Deliver outstanding service: Handle internal and external queries professionally, providing accurate, timely and helpful responses.
• Keep developing: Take ownership of your professional development, build your knowledge and contribute to a culture of learning and excellence.
• Support the wider team: Assist with ad-hoc projects and additional tasks as required.

What's in It for You?

Alongside a competitive salary of £35,000, you'll enjoy an excellent benefits package designed to support your wellbeing, financial future and work-life balance.

• 11% non-contributory pension scheme
• 25 days' annual leave plus bank holidays, increasing with length of service
• An extra day off for your birthday
• Annual leave purchase scheme – buy up to five additional days
• Discretionary annual bonus scheme
• Private Medical Insurance
• Life Assurance worth four times your basic annual salary
• Enhanced company sick pay
• Income Protection Scheme
• Paid time off to volunteer
• Generous family-friendly policies
• Electric Vehicle Salary Sacrifice Scheme
• Free annual flu vaccinations
• Eyecare vouchers
• Opportunities to gain formally recognised industry qualifications
• Retailer discounts and cashback platform
• Employee Referral Scheme

Ready to Take the Next Step?

If you're passionate about quality, compliance and delivering the right outcomes for customers, this could be the perfect opportunity to take your experience to the next level.

Join a team where your insights matter, your recommendations can make a real difference, and your work helps shape a better customer experience.