Quality Assurance Consultant in Glasgow

The Quality Assurance Consultant plays a key role in supporting Business Banking Operations to deliver consistent, high-quality, customer-focused outcomes. The role focuses on insight, assurance, continuous improvement, and colleague development, ensuring activity is delivered safely, compliantly, and in line with risk and regulatory expectations.

This role is within our Governance, Quality and Risk team within Business Banking Operations. Your role will be to help Business Operations in achieving its strategic goals through governance of our quality and risk frameworks. An essential part of this is quality checking, analysis and data gathering, identifying trends and root causes, and working together as a team with Operations Managers to make positive changes.

We are happy to consider flexible working approaches to help you perform at your best. At Nationwide, we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK-wide estate, whilst also supporting generous access to home working.

Responsibilities:

• You will be analysing complaints, Customer Effort Score (CES) and quality data daily to identify root causes, trends, and customer experience issues, clearly documenting insight and recommending practical improvements that reduce repeat issues and improve right-first-time outcomes.
• You will be preparing and maintaining Management Information (MI) for core stakeholder forums, using complaints insight, quality outcomes, and demand data to highlight risks, emerging themes, and customer experience impacts, ensuring information is accurate, evidenced, and decision-ready.
• You’ll also be carrying out quality assurance and governance activities across Business Banking Operations, including quality checking, root cause analysis, risk-based decision making, and assurance that teams operate within regulatory, risk, and control expectations.
• Furthermore, you will be working closely with operational teams to improve customer experience, supporting continuous improvement activity, reviewing customer journeys, coaching on quality standards, and ensuring changes are delivered safely, compliantly, and with the customer at the centre.

About you:

• Good knowledge of Business Banking Operations processes, particularly account management, with an understanding of how day-to-day operational activity impacts customers.
• Exceptional organisational and administrative skills, with evidence of managing your own workload, completing tasks accurately, and meeting tight or competing deadlines.
• Excellent communication skills, including the ability to present information clearly and confidently, and to produce accurate, well-structured written content suitable for stakeholders.
• Analytical ability, with experience reviewing and working with different types of operational or quality data and explaining what the data shows in a clear and practical way.
• A track record of delivering accurate and effective work, demonstrating strong attention to detail and consistency in output.
• The ability to learn quickly and work collaboratively as part of a team, while also being proactive and able to work autonomously when required, turning ideas into practical solutions.
• Demonstrable working familiarity with Microsoft tools, including Outlook, Word, Excel and PowerPoint, with confidence using them day to day to organise work and support reporting.

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:

• Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs.
• Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent.
• Push for better - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development.
• Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes.

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.

The extras you’ll get:

• 25 days holiday, pro rata.
• Access to private medical insurance.
• A highly competitive pension to help you build a strong foundation for retirement.
• Access to an annual performance-related bonus.
• Training and development to help you progress your career.
• A great selection of additional benefits through our salary sacrifice scheme.
• Life assurance to provide peace of mind for you and your loved ones in the event of your death.
• Wellhub – access to a range of free and paid options for health and wellness.
• Up to 2 days of paid volunteering a year.

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us. We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.