Quality Assurance Analyst

Quality Assurance Analyst

Manchester or Oxford (Hybrid)

Discretionary Company Bonus Scheme

Monday – Friday 9am – 5.30pm (37.5 hours per week)

Our perks

• 25 days holiday (rising to 28 after 3 years’ service) plus bank holidays, to take time to recharge and do something you love.
• Private Medical - via vitality, with reward schemes paid for you and your family.
• Health cash plan - via Simply Health for employee's and children claiming money back for dental, optical, etc
• Pension – Oodle will contribute 5% of your salary into your pension pot to help you save for the future
• Life Assurance - 4 x annual salary - benefit funded by Oodle
• Free breakfast, drinks and fruit in the office – you can help yourself to cereals, fizzy drinks and lots of fruit.
• Employee discounts – discounts you can access anywhere, anytime for all major shops.
• 1 day volunteer day per year– an opportunity to give back to the community each year.
• Mental health care – 6 free counselling sessions via our EAP (Employee Assistance Programme).
• Paid sick leave – enhanced company sick pay.
• Enhanced family leave – we provide enhanced family leave for primary and secondary caregivers.

Oodle – who are we

Our mission is to empower our customersby delivering simple experiences, straightforward lending products, and compassionate support, from application to final payment – and beyond.

Upgrading. Growing a family. Fresh starts. Big moves. Bumps in the road.-we finance cars, but more importantly,we finance people. Since 2016, we’ve supported tens of thousands of customers on their car buying journey

As an employer, your career is important to us. We’re committed to creating an environment where you can thrive as yourself. We celebrate diversity and inclusion, actively working to make sure every team member feels supported on their journey with us. Our Talent Development team is here to support your growth, providing opportunities for learning, development, and career progression.

The Role & Team

Due to our continued growth, we are looking to appoint a Quality Assurance Analyst who will undertake independent quality monitoring of customer interactions across the business. They will be responsible for helping to ensure that we meet both regulatory and non-regulatory requirements, and our expected internal standards.

The role is responsible for delivering independent quality assurance through the assessment of customer interactions, thematic reviews, customer journeys and operational activity. The successful candidate will identify risks, assess customer outcomes, provide insight to stakeholders and support continuous improvement across the business.

What you’ll be getting up to:

• Conduct quality assurance reviews of customer interactions, journeys and operational processes using agreed scorecards, frameworks, systems and monitoring plans.
• Assess customer outcomes, regulatory compliance, conduct and operational risks, delivering thematic reviews and evidence-based recommendations to drive continuous improvement and meet Consumer Duty requirements.
• Evaluate interactions involving vulnerable customers to ensure appropriate support, fair treatment and positive customer outcomes.
• Provide clear, balanced and evidence-based feedback, identifying training needs, coaching opportunities and key focus areas to improve individual, team and business performance.
• Analyse quality assurance findings to identify trends, root causes, emerging risks and potential customer harm, escalating concerns and supporting remediation and preventative actions.
• Facilitate and participate in calibration sessions, assurance reviews and quality meetings to ensure consistency, provide independent oversight of first-line monitoring activities and maintain QA standards.
• Build and maintain effective relationships with Operational, Coaching, Compliance and external client stakeholders, while preserving the independence of the Quality Assurance function.
• Maintain up-to-date knowledge of products, regulations, legislation and industry best practice, supporting onboarding, agent accreditation, personal development and wider business capability.

What you will have:

• Previous financial services experience with a strong understanding of FCA regulatory requirements, including Consumer Duty, vulnerability and customer outcome principles.
• Educated to GCSE/O-Level standard (including Maths and English) with good IT literacy and proficiency in Microsoft Office applications.
• Strong analytical skills, attention to detail and the ability to identify trends, assess risks and make sound evidence-based decisions.
• Excellent organisation, time management and multitasking skills, with the ability to prioritise workloads, meet deadlines and deliver results.
• Effective written and verbal communication skills, with the ability to provide constructive feedback tailored to different audiences.
• Self-motivated and resilient, able to work independently, use initiative and adapt positively to changing business needs.
• Highly personable with strong stakeholder management skills, capable of building effective relationships and communicating confidently across teams.
• Demonstrates Oodle’s proactive, results-oriented approach and core values, leading by example in all aspects of work.

It would be great if you did have:

• Loan origination and/or loan management experience.
• Previous experience in a Quality Assurance, Audit, or Customer Outcome Testing environment.
• Good knowledge of Oodle processes and Consumer Credit/Motor Finance operations.
• Experience using speech analytics, quality assurance, customer insight, or monitoring tools.
• Ability to identify trends, root causes and potential customer harm, translating findings into practical recommendations.
• Strong stakeholder management skills, with the ability to provide constructive challenge and influence decisions using evidence-based findings.Experience producing clear reports, management information, and assurance findings for a variety of audiences.
• Relevant industry qualifications and a strong understanding of regulatory, compliance, and customer outcome requirements.

Hiring Process

• Initial screening
• Capability and Technical interview (1 hour)

Our Values

Our values are our personal brand and lay the foundation of what we care about the most. They provide us with guidance, so we can work towards the same goals. They are our DNA and are kept at the forefront of our Oodler’s mind when making business decisions.

• Embrace being human – empathy and diversity make us stronger.
• Strive for awesome – it’s awesome when we do better every day.
• Everyone’s a builder – we’re in this together and we win as a team.
• Bravely honest – we’re honest with ourselves and everyone else.
• Think customer – they’re at the heart of everything we do.

To find out more about our culture and what happens at Oodle check out our LinkedIn and Instagram.

Oodle is proud to be an inclusive workplace and we recognise diversity of experience, thoughts and backgrounds leads to better customer outcomes and an environment where our colleagues can thrive. We have several DEI networks which are made up of our ‘Oodlers’ who strive to make positive impacts to our cultures.

To find out how we handle your personal data, please refer to our Privacy Policy.

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