Quality Assurance Analyst

This is a fully remote position, open to applicants anywhere in the world.

📋 Description

• Deliver independent second line assurance for comprehensive customer journeys and outcomes within the Motor Finance Commissions programme.

• Employ statistically significant sampling techniques and focused risk-based testing methodologies.

• Adhere to a specified framework and scorecard to execute thorough testing of the customer journey from initial contact to assessment, decision-making, redress, and final communication.

• Conduct regular statistically significant sample testing to offer a representative analysis of the accuracy, consistency, and fairness of customer outcomes.

• Implement risk-based testing for higher-risk cohorts and journeys, including vulnerable customers, exceptions, objections/reassessments, high-value redress, and nil-redress outcomes.

• Record errors, customer detriment, control deficiencies, and overarching systemic themes.

• Engage in aspects of root cause analysis.

⛳️ Requirements

• Proven experience in Financial Services QA/QC, outcomes testing, compliance monitoring, or assurance roles.

• Comprehensive understanding of customer journeys and the complaints/redress process.

• Capability to apply judgement and evaluate fair customer outcomes beyond mere adherence to processes.

• Excellent analytical and decision-making abilities.

🏝️ Benefits

• 6 Month Contract

• Remote position