Job title: Quality Assurance (QA) Officer

Department: Case Management

Reports to: Case Management Team Manager

Company Description

Evolution Money is a young, dynamic organisation and an established lender. We provide specialised homeowner secured loans. Shortlisted for MEN Business of the Year award 2019 and ranked in The Sunday Times Fast Track 100 twice.

Role Objective

We’re seeking an experienced Quality Assurance Officer to support our Case Management team in ensuring we’re acting in our customers best interests. As our QA Officer you’ll act as the first line of defence, ensuring we’re adhering to FCA regulatory guidance and our own internal policies and procedures. You’ll carry out QA checks and Call Monitoring Reviews across our 2nd Charge Mortgage application processing function. You’ll assess, analyse and report findings of case reviews across the department, providing feedback to the management team and coaching underwriters.

Key Responsibilities

• Acting as our... first line of defence, responsible for Quality assurance call monitoring and assurance reviews, ensuring the companies T&C scheme is both adhered to and delivering to the required standard.

• Working with Line Managers to Identify and escalate incidents and breaches, ensuring customer detriment is swiftly resolved.

• Working with relevant business functions to ensure compliance control recommendations are implemented on time, and to a sufficiently high standard to mitigate compliance risk.

• Proactively shaping the QA framework, ensuring it remains fit for purpose against regulatory requirements and industry best practice

• Providing support to new colleagues and their Line Managers as they progress through their T&C journey

• Supporting team colleagues by providing feedback and coaching when training needs are identified through QA monitoring

• Providing feedback to stakeholders (including Compliance) regarding any risks that are identified and support second line of defence monitoring

• Producing clear, intelligible Compliance Monitoring Review (CMR) reports.

• Producing MI relating to the completion of CMRs and the status of outstanding recommendations from previous CMRs.

• Maintaining detailed documentation of monitoring methodology, findings and remedial action taken

Required skills and experience

• Compliance experience within FCA regulated financial services

• Full CeMAP qualification or the commitment to study and gain qualification withing 6 months (essential)

• The ability to coach others

• Detailed knowledge of FCA rules and the application of these in the financial services industry (including regulated mortgage sales and complaint handling), with a working knowledge of industry best practice for quality assurance and Training & Competence frameworks.

• Thorough understanding of the principles of TCF and their application within financial services

• Excellent verbal and written communication skills

• Excellent relationship building skills

• A high degree of personal integrity

Note: Deadline for applications is not later than 5:00 pm, February 24th, 2023.

Only shortlisted applicants will be contacted
Kigali City Kigali Rwanda

Salary Criteria