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- Tasks: Lead quality assurance tasks, monitor calls, and provide feedback to improve customer outcomes.
- Company: Join OSB Group, a forward-thinking bank focused on community and employee well-being.
- Benefits: Enjoy hybrid working, competitive salary, annual bonuses, and enhanced family-focused benefits.
- Why this job: Be part of a dynamic team driving positive change in banking while developing your skills.
- Qualifications: Experience in financial services and quality checking is preferred; strong feedback skills are essential.
- Other info: We value diversity and encourage all backgrounds to apply, even if you don't meet every requirement.
The predicted salary is between 29000 - 32000 £ per year.
Job Description
About the team: The L1 Quality Assurance function supports the bank as the first line of defence monitoring calls and conducting customer journey outcome testing to ensure the bank are delivering good customer outcomes. The team is a dynamic and flexible team that work well together as a team and with the operations department highlighting trends and solutions to work as one team to improve outcomes and process adherence.What you will be doing: As a Quality and Control Analyst you will have the opportunity to lead the delivery of Quality and Performance related tasks ensuring that the highest of standards are always maintained.You will drive the performance of the Financial Support Team by undertaking and providing call monitoring and case sampling and will identify development areas and solutions. You will be responsible for the delivery of the department performance, utilising your skills to drive upwards quality and productivity scores, whilst providing clear and constructive feedback to the team and managers, identifying training needs and working with People Development to coach staff to meet and exceed targets.You will work within a close-knit and supportive team, making a valuable contribution to The Group's success.
Your responsibilities will include… Undertaking process/ administration quality checking across the department ensuring all outputs are of the highest standard.Achieving quality checking accuracy to ensure the Financial Support team are meeting good customer outcomes.Proactively contributing to monthly reporting providing commentary on outputs and emerging trends.Assessing and marking both live and recorded calls to confirm that calls are compliant with all external regulation requirements and also satisfying the internal customer journey. Providing feedback to team managers and to People Development on coaching and development needs on poor customer outcomes, where required.Identifying skill needs and gaps, recommending appropriate coaching solutions in conjunction with team managers.What's in it for you? We offer a base salary dependent on experience of between £29,000 – £32,000 and a competitive benefits package including: Enhanced family-focused benefitsHybrid-working *3 days in the office, 2 days at home.Annual bonus opportunity Please use this link to see the fantastic benefits available at OSB: OSB CareersAbout us:At OSB Group, we understand how much our people bring to our organisation, which is why we try our best to give back too!
Our Purpose is to help our customers, colleagues and communities prosper and we are on a transformation journey to become 'the bank of the future'.Our commitment to professional development, flexible working, and employee well-being fosters a dynamic and supportive workplace.Do you have the skills?Previous experience of working within a financial services environment.Previous experience of assessing / quality checking / audit administrative work and providing appropriate feedback.Advanced skills in respect of working autonomously within existing well-defined practises and procedures is desirable.Intermediate skills in respect of knowledge and understanding of how the various mortgage accounts operate e.g. instalments in arrears, instalments in advance, Master and Subsidiary accounts, 2nd charge loans, STL loans are desirable.Next steps:Interested? Apply now!
Still considering? Hear from our team or learn more about our recruitment process: OSB CareersWe believe in a personalised and inclusive approach, ensuring the process is relevant and conversational. If you need any adjustments or support, we're here to make sure you can show your best self.Diversity, Equity & InclusionNot sure if you meet all the criteria?
Let us decide. Studies show that candidates from underrepresented backgrounds often feel they need to meet 100% of the criteria before applying. At OSB, we value the unique perspectives and experiences that diversity brings.
We're committed to creating an inclusive space where everyone feels empowered to apply – even if you don't check every box.We actively promote diversity at all levels, with Board-level Diversity Champions monitoring our progress. We're proud to be signatories of the Women in Finance Charter, supporting the growth of senior women in our sector. Our commitment extends to treating all employees and applicants equitably, ensuring fairness and respect for all." #INDLP
Quality & Control Analyst - Wolverhampton employer: OSB
Contact Detail:
OSB Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality & Control Analyst - Wolverhampton
✨Tip Number 1
Familiarise yourself with the key performance indicators (KPIs) relevant to the Quality & Control Analyst role. Understanding how success is measured in this position will help you demonstrate your knowledge during interviews and discussions.
✨Tip Number 2
Network with current or former employees of the bank, especially those in quality assurance roles. They can provide valuable insights into the team dynamics and expectations, which can help you tailor your approach when applying.
✨Tip Number 3
Stay updated on the latest trends and regulations in the financial services sector. Being knowledgeable about compliance and customer journey standards will show your commitment to maintaining high-quality outcomes.
✨Tip Number 4
Prepare to discuss specific examples from your past experience where you've successfully identified areas for improvement and implemented solutions. This will highlight your proactive approach and problem-solving skills, which are crucial for this role.
We think you need these skills to ace Quality & Control Analyst - Wolverhampton
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the responsibilities and skills required for the Quality & Control Analyst position. Tailor your application to highlight relevant experiences that align with these requirements.
Highlight Relevant Experience: Emphasise any previous experience in quality assurance, financial services, or auditing roles. Use specific examples to demonstrate how you've successfully assessed quality and provided constructive feedback in past positions.
Showcase Your Skills: Make sure to mention your advanced skills in working autonomously and your understanding of mortgage accounts. This will show that you have the necessary knowledge to excel in the role.
Craft a Strong Cover Letter: Write a compelling cover letter that not only summarises your qualifications but also expresses your enthusiasm for the role and the company. Mention how you can contribute to the team's success and improve customer outcomes.
How to prepare for a job interview at OSB
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Quality & Control Analyst. Familiarise yourself with quality assurance processes, call monitoring, and customer journey outcomes to demonstrate your knowledge during the interview.
✨Showcase Your Experience
Prepare to discuss your previous experience in financial services and any relevant quality checking or auditing roles. Be ready to provide specific examples of how you've contributed to improving quality and performance in past positions.
✨Emphasise Teamwork
Since the role involves working closely with a team, highlight your ability to collaborate effectively. Share examples of how you've worked with others to achieve common goals, especially in a dynamic environment.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to provide constructive feedback. Think of situations where you've identified training needs or improved processes, and be ready to discuss them in detail.
