We are hiring a Quality Assurance Assistant to support the Quality Assurance Framework across Debt Services and FSR Litigation by conducting accurate, consistent and evidence-based reviews of calls, customer interactions, case files and correspondence. The role is primarily hands-on, focused on call and file reviews, identifying trends, highlighting coaching opportunities and supporting quality reporting for the Operational Controls Manager. The role is full time, permanent and reports to the Operational Controls Manager.

Requirements

, operational procedures and departmental expectations. Assess communication quality, professionalism, accuracy, customer treatment, process adherence, complaint prevention, escalation handling and customer outcomes. Identify good practice, coaching opportunities, recurring concerns and significant quality issues requiring escalation.

Complete call reviews consistently, objectively and within agreed timescales, with clear evidence supporting assessment outcomes. File Quality Assurance Conduct regular reviews of customer files, case management activity, correspondence and associated documentation. Assess accuracy, completeness, procedural compliance, client adherence, documentation quality and evidence of appropriate case progression.

Identify process deviations, missed actions, file handling concerns and recurring quality themes. Provide clear observations and recommendations to support operational improvement and colleague development. Quality Reporting and Analysis Maintain accurate records of QA reviews, scores, findings, observations and supporting evidence.

, best practice examples, process weaknesses and emerging risks. Support the production of QA reporting, dashboards, thematic summaries and management information for the Operational Controls Manager. Ensure all reporting is factual, balanced, evidence-based and presented in a clear and professional way.

Customer Outcomes and Quality Standards Support QA activity that assesses both process compliance and the quality of customer and client outcomes. Identify potential concerns relating to customer communication, vulnerability indicators, customer support, fairness of outcomes and complaint risk. Escalate concerns that may indicate customer harm, recurring quality failures or wider operational issues.

Support a quality culture focused on fair, consistent and appropriate customer outcomes. Complaints, Themes and Root Cause Support the review and analysis of complaints, quality-related escalations and recurring issues where required. Assist in identifying themes, root causes, process weaknesses and opportunities for procedural improvement or additional training.

Provide QA insight to support corrective action and continuous improvement activity.

. Maintain a clear understanding of QA scorecards, client

, quality standards and review methodology. Support improvements to QA guidance, review templates and scoring frameworks. Help ensure QA activity remains objective, fair and consistent across teams and work types.

Complete reviews against client-specific quality standards, scorecards and contractual

where applicable. Identify client-specific trends and quality concerns through call and file review activity. Support preparation of client quality reporting, client audit information and quality assurance summaries where required.

are accurately reflected in QA review activity.