Quality Assurance (QA) Analyst

Job Description Purpose of the role

To determine, negotiate and agree internal quality procedures, service standards and specification to improve performance and quality directing objectives.

Accountabilities

• Identification of industry trends and developments to implement best practice in quality assurance Services.
• Collaboration with teams across the bank to align and integrate quality assurance processes.
• Development and governance of internal quality assurance procedures, standards and specifications, and act as a catalyst for change, mitigate risks and maintain efficient operations.
• Development of reports and presentations on quality assurance performance and communicate findings to internal senior stakeholders.
• Identification of areas for improvement and providing recommendations for change in quality assurance processes and provide feedback and coaching for colleagues on these highlighted areas.
• Execution of service quality assessments to monitor the quality objectives set by the bank, and ensure they comply with regulatory requirements.
• Participation in projects and initiatives to improve quality assurance efficiency and effectiveness.
• Determination of risk based on outcome of QA reviews, flagging risks that are outside of tolerance.

Analyst Expectations

• To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise Thorough understanding of the underlying principles and concepts within the area of expertise.
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard.
• The four LEAD behaviours are: L - Listen and be authentic, E - Energise and inspire, A - Align across the enterprise, D - Develop others.
• OR for an individual contributor, they develop technical expertise in work area, acting as an advisor where appropriate.
• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to.
• Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

In this role, you will join the team as a Quality Assurance Analyst, where you will play a key role in enhancing performance and ensuring high standards across quality control processes. You will be responsible for determining, negotiating, and agreeing internal quality procedures, service standards, and specifications, supporting the delivery of consistent, high-quality outcomes. You will work closely with stakeholders to monitor performance, identify improvement opportunities, and contribute to a strong control environment. This role requires attention to detail, ownership, and the ability to drive quality outcomes in a regulated environment.

To be successful in this role, you should have:

• Strong experience within Financial Crime, with a solid understanding of associated processes and controls.
• Proven experience in Quality Control or Quality Assurance environments.
• Strong MS Office skills, particularly in Excel and reporting.
• A proactive approach, with the ability to take ownership of tasks

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