Quality Assurance Officer

Together; Heald Green; On-site; GBP 33,000; Full time

Job summary

A leading financial services provider in Heald Green is seeking a Quality Assurance Officer to support risk management in mortgage activities. Responsibilities include conducting quality assurance checks, providing feedback, and identifying process improvements. The ideal candidate will have excellent communication skills, attention to detail, and experience in the financial services industry. The role offers a competitive salary and various perks, including gym access and bonuses.

Benefits

Discretionary annual bonus

Shared Reward Bonus

Life assurance

Critical illness cover

Travel season ticket loans

Ride to work scheme

Free local gym access

Local bar/restaurant discounts

Qualifications

• Strong written and verbal communication skills.
• Ability to provide feedback professionally.
• Excellent attention to detail.
• Proven ability to organise workload.
• Expectations of Customer Service excellence.
• Proficiency in Microsoft Office tools.
• Experience in Financial Services.
• Understanding of FCA expectations.

Responsibilities

• Complete Quality Assurance activity as per productivity expectations.
• Maintain SME knowledge of business procedures.
• Provide constructive feedback to colleagues.
• Identify key risks and areas for improvement.
• Elevate significant regulatory or process breaches.
• Identify deficiencies impacting customer outcomes.

Skills

Strong written and verbal communication skills

Ability to provide feedback

Excellent attention to detail

Proven ability to plan & organise workload

High expectations of Customer Service excellence

Proficient in Microsoft Word, Excel and Outlook

Experience within the Financial Services Industry

Good understanding of FCA expectations

Experience of Quality Assurance activity

Job description

• Working Hours: Standard (09:00am-17:30pm)
• Department: 1st Line Risk
• Office or Field Based: Office Based (Cheadle, SK8 3GW)
• Contract type: Permanent
• Compensation: GBP 32,250 - GBP 32,250 - yearly

Company Description

• Join our fantastic Quality Assurance Team!
• Free access to company holiday homes
• Buy & sell holidays
• Discretionary annual bonus plus an additional Shared Reward Bonus
• Life assurance and Critical illness cover
• Travel season ticket loans and Ride to work scheme
• Free local gym access
• Local bar / restaurant discounts
• Together is based in Cheadle (South Manchester)

We’re Together. For over 50 years, we’ve helped thousands of people, businesses and professionals unlock their property ambitions with our common‑sense approach to mortgages and secured loans.

We take the time to understand our customers and our door is always open, so we can often help when other lenders can’t or won’t. Based in Cheadle, Cheshire, our 900 colleagues help our customers throughout the UK, backed by the power of a £7.9 billion loan book.

Job Description

The Quality Assurance Officer plays a key role within the 1st Line Risk Team, supporting both regulated and non‑regulated mortgage activities by ensuring effective risk management and consistently fair customer outcomes. This role involves carrying out detailed quality assurance checks across operational, conduct, and compliance activities, ensuring colleagues adhere to process guidelines, company policies, and regulatory standards. You will be assessing the overall customer journey in line with Consumer Duty expectations, provide constructive feedback to enhance competence, and identify trends or process improvements that drive business efficiency and better outcomes.

Typical duties include:

• Complete Quality Assurance activity in line with productivity expectations
• Maintain SME knowledge of business procedures to ensure accurate, ‘right first time’ QA assessments are undertaken
• Display consistent decision‑making and provide constructive feedback to colleagues to drive improvements in competence and customer outcomes
• Help to identify key risks, trends and areas for improvement and ensure that both ‘best practice’ and common findings are shared with colleagues
• To elevate appropriately in the event of any significant regulatory or process breaches
• Identify and elevate deficiencies in business procedures that are impacting customer outcomes or business effectiveness

Qualifications

Candidates with a blend of the following skills and experience are encouraged to apply.

• Strong written and verbal communication skills
• Ability to provide feedback in a professional & constructive manner
• Excellent attention to detail
• Proven ability to plan & organise workload and to adhere to targets/deadlines
• High expectations of Customer Service excellence
• Proficient in use of Microsoft Word, Excel and Outlook
• Experience within the Financial Services Industry
• Good understanding of FCA expectations and the Consumer Duty outcomes
• Experience of Quality Assurance activity and a continuous improvement culture

Additional Information

If you feel you have some of the skills mentioned above, but not all, please do still apply and we would be happy to have a further discussion with you in regards to your suitability for the role.

Together embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference – we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills.

If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.

Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks.