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Quality Assurance Officer


Salary £28,000.00

Department Compliance

Location Rotherham, S63 7ER

Job Type Full Time

Closing date 30/04/2024

A bit about the role…

Working alongside our Risk and Compliance Manager, the Quality Assurance Officer will play a critical role in implementing quality control measures and processes to ensure the accuracy, reliability and compliance of systems and service delivery. Integral to this is our passion and commitment to provide good customer outcomes, in line with Consumer Duty and Treating Customers Fairly regulation.

This second line of defence, risk framework role is office-based. It involves developing a complete QA program that not only safeguards service quality, by assessing various interactions throughout the customer journey lifecycle, but also fosters a culture in which all employees are actively engaged. These reviews must ensure that everything we do is in line with company guidelines, policies, also FCA requirements.

Our relationships with suppliers, who introduce customers to us, is another key focus where oversight is a vital part of ensuring our business remains compliant and protected.

This is an excellent opportunity to balance the core role of remaining focussed on repeatable tasks, whilst bringing innovative solutions to the team, to help make us the best in class.

A bit about you…

Our team delivers first class service to our customer and supplier network across the UK. To successfully integrate with the team, you will be experienced at working at pace, whilst demonstrating excellent organisational and interpersonal skills.

You will be comfortable to record and present findings from reviews to both managers and individuals, in a timely manner. Your discussions will always be shaped by a good understanding of the operational impact of our Quality Assurance work. You will enjoy working in an innovative, fun, and engaging way and be able to negotiate and influence.

As an experienced Quality Assurance Officer, you will understand how to collaborate with colleagues and be able to demonstrate that you can work with others as part of the wider team. You will also be proficient in the use of Microsoft Office packages including Outlook, Word, Excel, and PowerPoint, and be able to produce high quality documents and presentations as and when required.

Who are we?

Propensio Finance plays a central role in in the Consumer Finance Industry, as one of the most successful Home Improvement Lenders in the UK. We have the appetite, influence, expertise, and resource to drive positive market change, and our mission is to ensure more people have availability to funds to improve lives through lending.

What we offer…

As well as a competitive annual salary of £28,000.

Free parking within the Business Park, as well as a company pension with Scottish Widows.

A Continuous Learning Program to keep you in the loop with relevant progression within the business and changes to economic mechanics, policies, and procedures.

If you ever need a bit of extra help, we have a great employee assistance programme, financial wellbeing support and access to many great discounts with leading high street names.

We will support you, wherever possible, so that you don’t miss out on what matters to you.


Assist with planning, developing, then executing a complete QA plan, including monthly call, communication, and customer journey monitoring across the business, to ensure that policies, procedures and FCA regulation have been followed.

Assist with creating and developing monitoring scorecards

Record assurance results for individuals and teams, accurately and within SLA’s

Assist with devising monthly reporting to present the findings from reviews to managers and individuals, in a timely manner

Look for opportunities to improve processes and customer experience through trends seen in quality checking

Identify potential training needs, to assist with training/development planning of corrective and preventative actions

Apply all aspects of the desired consumer outcomes of Treating the Customers Fairly (TCF) and Consumer Duty

Conduct ad-hoc tasks as required by management.


We are looking for a motivated individual with a minimum of 1 years’ experience working in a Quality related role, within a financial services organisation, (ideally Consumer Credit) with the following:

Educated to a minimum of GCSE level in both Maths and English

Knowledge and understanding of FCA guidelines

Strong judgement skills to determine whether correct processes have been followed, supporting your decisions with clear rationale.

Passion to deliver a great service.

Integrity, diligence, and an organised approach to work

Excellent written and verbal communication skills

Experience of working on your own initiative

The ability to work to, and meet deadlines

Ability to work on focussed and repeatable tasks with consistency

Strong team player with a positive, ‘can-do’ attitude

Working knowledge of the Microsoft Office 365 suite


  • Company events
  • Company pension
  • Free parking
  • Health & wellbeing programme
  • On-site parking

Schedule: Monday to Friday

Job Types: Full-time, Permanent

Salary: £28,000.00 per year

Ability to commute/relocate: Rotherham, S63 7ER: reliably commute or plan to relocate before starting work (required)

Education: GCSE or equivalent (preferred)

Experience: Quality assurance: 1 year (required)

Work Location: In person

Apply now

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