At a Glance
- Tasks: Monitor customer interactions to ensure compliance and quality in financial services.
- Company: Join Evolution Money, a leader in redefining financial inclusivity.
- Benefits: Enjoy up to 25 days off, healthcare plans, and your birthday as a holiday!
- Other info: Be part of a diverse team that values creativity and growth.
- Why this job: Make a real impact by ensuring customers receive the best outcomes.
- Qualifications: 2 years in regulated financial services with strong communication skills.
The predicted salary is between 36000 - 60000 £ per year.
Providing bespoke lending solutions to UK homeowners. We are committed to empowering individuals and fostering long-term financial well-being. Through innovative and purpose-driven approaches, we aim to challenge traditional norms and create a pathway for those who might be overlooked by conventional financial institutions.
About the team: The Compliance, Oversight, Risk and Assurance team ensures the organisation meets regulatory expectations, manages key risks, and maintains strong governance. The team covers a range of specialist areas including Compliance Oversight, Outcomes Monitoring, Conduct Risk, Horizon Scanning, Regulatory Liaison, Data Protection, Financial Crime, Regulatory Policy, Governance, Whistleblowing, Complaints, Customer Communications, Consumer Duty reporting, and regulatory permissions. Within the team, the Compliance & Oversight function provides direction, monitoring, and challenge in a Second Line of Defence capacity. Compliance guides the business on regulatory expectations, reviews activities for adherence to policy and regulation, and ensures controls are well designed and aligned with strategic and governance requirements.
The Role: Part of the Compliance, Oversight, Risk, and Assurance team, reporting to the Compliance & Oversight Manager, you will be responsible for the second-line monitoring of customer interactions for regulated second-charge mortgage sales, unsecured loans, customer support, collections, complaints and data protection across all channels to ensure the business is operating as expected and our customers are receiving a good outcome. This is an excellent opportunity to become a valued member of Team Evo and grow with us.
Key Responsibilities:
- Assessing call recordings, email conversations, and other recorded media of any relevant customer interaction connected to regulated products by any Evolution Group Company employee or relevant third parties.
- Providing an assessment of compliance and quality of those interactions based on a set framework (regulated products and data protection).
- Listening empathetically and ensuring the right customer outcome has been achieved.
- Ensuring the team delivers the quality of monitoring required to ensure the Company's processes are compliant with all relevant legislation/regulation and Company Policies.
- Completing appropriate levels of monitoring, based on variable targets, on a regular basis and ensuring all documentation and MI is accurately recorded.
- Collaborating with the 1st line QA and performance management teams to produce and deliver feedback for agents with regards to the assessments undertaken (positive and negative).
- Assisting in training and coaching of agents, where required.
- Undertaking assigned tasks related to the Compliance & Oversight activity, as required, to support departmental objectives.
- Working with the rest of the compliance & oversight team to improve and maintain the overall maturity level of compliance understanding across the business.
- Any other duties deemed appropriate by the business, not possible to include everything you will be asked to undertake, and we expect all employees to work flexibly according to business needs and to enhance your own development.
What you’ll get back:
- Up to 25 days' annual leave + Bank Holidays
- Your birthday off, every year!
- A healthcare cash plan
- A contributory pensions scheme, matched up to 5%
- Long Service Awards
- Cycle to work scheme
- Life Assurance
Company Culture: Join us on our journey to redefine financial inclusivity. As we continue to evolve, so do the possibilities for those we serve. Our goal is not just to provide loans but to architect a future where financial empowerment is a reality for everyone. At Evolution Money, we value creativity, innovation, and a collaborative spirit. Our team is dedicated to delivering exceptional results and creating a positive impact in the financial services industry. We believe in fostering a work environment that encourages growth, learning, and teamwork. We are committed to encouraging equality, diversity and inclusion and aim to create a working environment where every employee is respected.
Qualifications:
- A good standard of verbal and written communication in English.
- A minimum of 2 years' experience in regulated financial services, in a QA (interaction monitoring), compliance, or a related function (such as regulated product sales).
- Comprehensive knowledge and understanding of the frameworks, tools, and techniques of compliance and quality assurance.
- Ability to monitor and assess customer interactions against legislative/ regulatory/ company requirements to ensure that customers are getting a good outcome.
- High level of attention to detail and high-quality standards.
- Ability to produce regular MI reporting that is accurate, concise, and appropriate.
- Desirable: Industry recognised certification in compliance, oversight, risk, or assurance. Quality management software experience.
It should be noted that this is a business Compliance QA role focussed on customer interaction monitoring. Please do not apply for this role if you are a technology QA specialist, tester, or engineer as your application will be rejected.
Evolution Money is a Disability Confident Committed employer. We are proud to be Disability Confident. We also participate in the 3 key elements of Disability Confident: having a comprehensive recruitment process that is accessible to disabled people, supporting reasonable adjustments in the workplace, and ensuring best practice in interviewing.
Compliance QA Analyst in Manchester employer: Evolution Money
At Evolution Money, we pride ourselves on being an excellent employer that champions financial inclusion and social purpose. Our vibrant work culture in the heart of Manchester City Centre fosters collaboration and innovation, while our commitment to employee growth ensures that you will have ample opportunities to develop your skills and advance your career. Join us to be part of a team that not only values your contributions but also makes a meaningful impact in the community.
StudySmarter Expert Advice🤫
We think this is how you could land Compliance QA Analyst in Manchester
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their approach to compliance and customer outcomes, so you can show how you align with their mission during your chat.
✨Tip Number 3
Practice your responses to common interview questions, especially those related to compliance and quality assurance. This will help you feel more confident and articulate when discussing your experience.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Compliance QA Analyst in Manchester
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in compliance and quality assurance. We want to see how your skills align with our mission of providing bespoke lending solutions.
Showcase Your Attention to Detail:In this role, attention to detail is key! Use specific examples in your application that demonstrate your ability to monitor and assess customer interactions accurately. This will help us see you as a strong candidate.
Be Authentic:Let your personality shine through in your application. We value creativity and a collaborative spirit, so don’t be afraid to show us who you are and why you’re passionate about financial inclusivity.
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Evolution Money
✨Know Your Compliance Stuff
Make sure you brush up on your knowledge of compliance frameworks and regulations relevant to the financial services sector. Familiarise yourself with the specific compliance requirements for second-charge mortgages and unsecured loans, as this will show that you're serious about the role.
✨Showcase Your Attention to Detail
During the interview, be prepared to discuss examples where your attention to detail made a difference in your previous roles. Highlight any experience you have in monitoring customer interactions and ensuring compliance, as this is crucial for the Compliance QA Analyst position.
✨Practice Empathetic Listening
Since the role involves assessing customer interactions, demonstrate your ability to listen empathetically. You might be asked situational questions, so think of scenarios where you ensured a positive customer outcome and how you handled difficult conversations.
✨Prepare for Team Collaboration Questions
The job requires working closely with other teams, so be ready to discuss your experience in collaboration. Think of times when you provided feedback or training to colleagues, and how you contributed to improving compliance understanding within your team.
