Group QA Officer

Do you have experience of working with customer complaints ideally in a financial services business? Are you a confident decision maker who is able to work using their own initiative? Are you good at spotting improvements and challenging the status quo?
If your answer is 'yes' to all of these, keep reading.
Want to know a little about us?
At Novuna, we care about building a better tomorrow.
With a focus on sustainability, and a passion for phenomenal customer experiences, we provide consumers and businesses with the capital they need to realise their ambitions.
We're proud to be a Top 50 Inclusive employer. We're a signatory of the Women in Finance and the Race at Work Charter and we're Disability Confident Committed.
What does the role involve?
Reporting into a Quality Assurance Team Leader.
As a Quality Assurance officer, you will ensure that we meet the highest possible standards of service to our customers and to ensure we adhere to our regulatory responsibilities.
Some of your key duties will include:
Ensuring that all required QA assessments are completed for your area of responsibility and identifying trends
Ensure that all complaints handling are handled in an efficient and compliant manner in line with regulatory requirements.
Identifying process improvement opportunities as part of QA assessments that enhance the way in which we operate and improve the customer outcome
Communicating feedback of the results of assessments through written feedback and supporting calibration and levelling sessions with operational areas
What are we looking for?
The ideal candidate will be an experienced QA/Call Monitoring professional with a high level of accuracy and a strong analytical skillset.
Financial Crime & Complaints experience would be advantages.
Also, we're looking for the following:
Knowledge of TCF framework and a Regulatory Environment
The ability to manage a varied caseload, with excellent organisation and prioritisation skills
Strong verbal and written communication skills with effective listening & questioning skills
Experience in complaints handling is a plus!
What can we offer you?
At Novuna we take our people promise seriously. If you join us, you'll have a chance to make a difference, opportunities to learn, and time to shine.
In addition to a market-benchmarked salary and excellent bonus scheme, our offer to you includes:
Flexible hybrid working
25 days' holiday, plus bank holidays and the option to buy/sell 5 days
Full wellbeing package including BUPA, digital GP service, 24/7 employee assistance, plus wellbeing events throughout the year
What's the next step?
Interested?
Start your application today and see what Novuna can offer you.
Novuna has been named one of the top 50 most inclusive employers for the fourth year running and this is also reflected in our recruitment process. We are committed to ensuring our application process is inclusive and accessible to all candidates.
We're Disability Confident Committed, so if you're a person with a disability, if you're neurodivergent, or if you have a condition that you believe may affect your performance during our selection process, we'll be happy to make reasonable adjustments to our processes for you.
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