About the role

Quality Assurance Analyst providing independent assurance and risk-based testing across motor finance customer journeys. Assessing complaints, redress, accuracy, consistency, and fairness of outcomes.

Responsibilities

Provide independent 2nd line assurance over end-to-end customer journeys/outcomes across the Motor Finance Commissions programme
Use statistically significant sampling and targeted risk-based testing
Follow a defined framework and scorecard to undertake end-to-end customer journey testing from initial contact through assessment, decision, redress and final communication
Complete regular statistically significant sample testing to provide a representative view of accuracy, consistency and fairness of customer outcomes
Perform risk-based testing across higher-risk cohorts and journeys, including vulnerable customers, exceptions, objections/reassessments, high-value redress and nil-redress outcomes
Document errors, customer detriment, control weaknesses and systemic themes
Carry out elements of root cause analysis

Experience in Financial Service QA/QC, outcomes testing, compliance monitoring or assurance
Strong understanding of customer journeys and complaints/redress
Ability to apply judgement and assess fair customer outcomes rather than simply process adherence
Strong analytical and decision making skills