Quality Assurance (First Line) Specialist in Crawley

Who are we? We’re MoneyPlus. Life isn’t always simple, that’s why we do what we do. Our services help to make life less complicated – and expensive. We offer advice and financial services that help our customers overcome their troubles with debt once and for all. We’re people who take care of people. We’ll be there to help with things that can easily be forgotten about, answer any complicated questions and help our customers to plan for their future and reach their financial goals. Tough problems and challenges are no match for us. We’re a team of quick thinkers and relentless doers, with lots of ideas and plenty of passion to help improve the lives of others. If you share our passion for improving the lives of others through simple, affordable, jargon-free services, then you may have what it takes to join our team.

Why do we need you? The First Line Quality Assurance Specialist is responsible for performing real-time quality checks on products, processes, or services to ensure compliance with defined standards, regulatory requirements, and customer expectations. This role functions at the frontline of operations, identifying quality deviations early, supporting corrective actions, and promoting a culture of continuous improvement. By embedding quality at the point of delivery, the role strengthens operational performance and ensures consistency with FCA regulations, internal policies, and Treating Customers Fairly (TCF) principles. The First Line QA Lead works closely with Operations leadership, Training, and the second-line QA and Compliance teams to maintain a joined-up approach to quality. The role is responsible for assessing and testing customer outcomes to ensure fair value, clear understanding, and appropriate support. Insights from QA activity will feed directly into the continuous improvement of operational processes, communications, and product or service design, driving better outcomes for customers and the business.

What’s in it for you? We believe our people truly are our greatest asset, that’s why we make sure our MoneyPlus People have the best experience, right from our first interaction all the way through their career with us. There’s way too many to list, but here are a few of the best reasons to join the MoneyPlus team:

• Family Friendly – Having a healthy work life balance is important to us. We offer a minimum of 25 days holiday allowance per year.
• Discounts – Join our team and you’ll have access to Perkbox, which has tons of deals for you to choose from, as well as free healthy breakfast in our on-site café, tea and coffee, and fresh fruit.
• Social – We value the relationships our employees have with one another, encouraging them to come together.
• Doing our bit – We show support in every way we can to our clients, people, and company charity. We have regular fundraising activity, organised by our very own Social and Fundraising Committee.
• Wellbeing – We provide a free cashback healthcare plan, as well as discounted gym and fitness deals. We also have a cycle to work scheme to encourage our people to make healthy life changes and an on site free to access Wellbeing Counsellor to support mindset and mental health counselling.
• Training – We want our people to be the best. We care about your development, which is why we provide professional training opportunities, so that you can be the best possible you.

What do we need you to do? Individual Accountabilities:

• Review advisor calls, case notes, and documents to check compliance, accuracy, and customer outcomes, making sure they reflect FCA standards.
• Give clear, constructive feedback and coaching to help advisors improve quality, consistency, and customer focus.
• Monitor adherence to Standard Operating Procedures (SOPs) and quality standards.
• Spot trends or recurring issues and escalate any risks, breaches, or training needs to the second-line QA and Compliance teams.
• Test and monitor customer outcomes to make sure all customers — including those in vulnerable situations — receive fair, clear, and supportive service in line with Consumer Duty.
• Share QA insights to help improve processes, customer communications, and product or service design, turning lessons learned into better customer experiences and outcomes.
• Take part in calibration sessions to keep QA standards consistent across Operations and Compliance.
• Keep accurate QA records, including feedback, actions, and progress tracking, to evidence quality assurance activity.
• Provide useful insights and recommendations to Operations leadership to support performance and customer outcome improvements.
• Act as a first-line subject matter expert for quality, compliance within the operational teams. Detect non-conformities or deviations in real time and immediately escalate to supervisors.
• Quarantine or stop processes when quality or safety risks are identified.
• Support root-cause investigations for quality issues.

Shared Accountabilities:

• Maintain clear, traceable documentation for audits and compliance. Assist colleagues with interpretation of SOPs and quality requirements.
• Participate in process reviews, corrective and preventive action (CAPA) activities.
• Recommend improvements to reduce waste, defects, or process variability.
• Share best practice and promote a strong, customer-centric quality culture within Operations.

What skills and experience do we need you to have?

• Essential: Proven experience in a quality assurance, coaching, or compliance-related role within a regulated or customer-focused environment.
• Strong knowledge of FCA regulations, including Treating Customers Fairly (TCF) and the Consumer Duty, with the ability to apply these principles in day-to-day operations.
• Strong attention to detail and accuracy.
• Problem-solving and critical-thinking ability. Team-oriented with the ability to work independently on the production floor.
• Excellent attention to detail and analytical skills to identify trends, risks, and development opportunities.
• Strong communication skills with confidence to engage colleagues across all levels.

• Desirable: Knowledge of debt advice, debt management, or related financial services.
• Experience working within an FCA-regulated organisation.
• Familiarity with QA frameworks, calibration processes, or CRM/call recording systems.