Job Role: Quality Assurance Analyst
Location: Cardiff or Solihull
Salary: £27,000 - £30,000
Hours: 35 per week
About the company
Our customers are at the heart of everything we do, but we can’t achieve our customer focused strategy without the right people in our team.
At Secure Trust Bank, we know that people are our biggest investment, which is why a career with us is not just a job. It’s the chance to be part of something bigger, to add real value to the Bank and help us constantly improve, in order to achieve our ambition of becoming the best bank in Britain. We believe in giving our staff autonomy, with initiative and exceptional performance recognised through a variety of individual and team awards and incentives. All our employees have a tangible impact on the Group’s core values, and we are looking for candidates who are enthusiastic, proactive and enjoy working in a fast paced environment. So join us as we strive to Grow, Sustain and Love the way we work.
Why Join Us?
- A competitive salary and benefits package including discretionary bonus
- Matched pension contributions
- 25 days annual leave plus bank holidays and your birthday off, on us!
- A wellbeing hour to spend doing whatever makes you happy
- A wide range of flexible benefits from Cycle2Work to private healthcare
- Life assurance
- Paid volunteering days and matched charity fundraising
- A collaborative and flexible working environment.
- Opportunities for professional development and career progression.
- A chance to make a real impact in a regulated, purpose-driven organisation.
What you`ll be doing
In this exciting role, you’ll play a key part in helping us deliver exceptional customer experiences across all areas of our operation. By monitoring and supporting critical processes, you'll help ensure we maintain the highest standards of compliance while continually enhancing the service we provide to our customers.
Working within our Consumer Products division, you'll collaborate with colleagues across the wider Group, sharing best practices, driving consistency, and contributing to a culture of continuous improvement. Your insight and attention to detail will help ensure we not only meet regulatory requirements but exceed customer expectations at every opportunity.
- Monitor customer interactions across multiple channels to ensure regulatory compliance, Consumer Duty standards, and best-practice customer outcomes.
- Conduct quality assurance reviews of processes, systems, and customer journeys to identify risks and improvement opportunities.
- Carry out detailed departmental audits and investigations, escalating findings and recommendations to key stakeholders.
- Assess end-to-end operational processes to proactively identify and mitigate customer and business risks.
- Provide clear, constructive feedback to managers and teams to drive performance and continuous improvement.
- Analyse quality and performance data, contributing to management reporting and business insights.
- Identify, recommend, and support the implementation of process and service improvements.
- Collaborate with stakeholders across the business to ensure compliance, product standards, and customer service expectations are met.
- Engage directly with customers to investigate potential product quality or customer experience concerns.
- Maintain up-to-date knowledge of regulatory and business requirements while delivering accurate, timely reporting and feedback.
What we`re looking for
- Financial services experience.
- Experience of working within a quality assurance department is desired.
- Working knowledge of relevant computer systems, departmental procedures, products and monitoring systems would be advantageous.
- Accuracy and timeliness.
- Attention to detail
- Strong customer focus
Everyone is different. Everyone is valued
As part of our vision to become the most trusted specialist lender in the UK, we’ve been helping customers and businesses fulfil their ambitions since 1952. In that time, we’ve learned that we’re more than the sum of our parts. We’re a strong Group because of our people and our strengths; specialist, expert, ambitious and also diverse. All of our people are different and this is something we celebrate.
Every one of our employees brings unique talent, ability and perspective to their role.
That’s why Secure Trust Bank Group nurtures differences. We understand that we perform better because we’re not cast from the same mould. We actively embrace and support diversity, work with leading industry bodies and promote initiatives that reinforce our philosophy of giving you the freedom to be who you are.
We’re an award-winning bank providing savings accounts and lending services to over one million customers. We’re Secure Trust Bank Group. We embrace difference.