About Abound
We’re on a mission to make affordable loans available to more people. Using the power of Open Banking, we have built state‑of‑the‑art technology that allows us to look beyond traditional credit scores and offer fairer credit to people ignored by traditional lenders.
We have two parts of our business. On the consumer side, we have Abound, proving that our approach works at scale, with over £800 million lent to‑date. While other lenders only look at your credit score, we use Open Banking to look at the full picture – what you earn, how you spend, and what’s left at the end.
On the B2B side, we have Render, an award‑winning SaaS platform that helps us make better, less risky lending decisions. By taking Render global, we enable banks and fintechs to offer affordable credit to their customers.
Job Overview
QA & Training Manager – based in Milton Keynes, this hybrid role requires 3 days in‑office per week and 2–4 visits to our London office each month (travel expenses covered). The work focuses on ensuring top‑quality customer service and collections through robust quality control frameworks and continuous improvement.
Who You Are
* Proven experience in a quality control or assurance role within the financial services sector, ideally in lending.
* Hands‑on experience in customer service, ideally in lending.
* Knowledge of UK financial regulations and compliance requirements, particularly FCA standards including Consumer Duty.
* Strong analytical skills with great attention to detail and the ability to identify actionable insights.
* Excellent communication and ability to collaborate effectively with multiple operational teams.
* Proficiency in quality management tools and reporting systems.
* A steadfast commitment to delivering outstanding customer service and driving operational excellence.
What You’ll Be Doing
Quality Control Framework Development
* Design and implement a robust QC framework for Customer Operations, focusing on customer service and collections.
* Ensure all processes and interactions align with regulatory standards (e.g., FCA rules and guidance, Consumer Duty) and internal policies.
* Work closely with the customer ops team and leads; liaise with the second‑line Compliance team as needed.
* Support the review, design and implementation of a new competency framework across operational teams.
Customer Interaction Reviews
* Assess the quality and speed of responses across channels (email, SMS, calls, letters). Evaluate response accuracy, adequacy, and adherence to SLAs, including time to first response and resolution.
* Monitor complaints handling to ensure quality and timeliness, including interactions with the Financial Ombudsman Service (FOS).
* Evaluate collections interactions for appropriateness, accuracy, and compliance, including tailored forbearance and vulnerable customer treatment.
Operational Process Assessment
* Analyse day‑to‑day processes, identify performance gaps or service delivery issues, and recommend actionable improvements.
* Provide timely feedback and training to teams based on QC findings, fostering a culture of continuous improvement and customer‑centricity.
Reporting and Analytics
* Prepare detailed QC reports for senior management, highlighting key trends, risks, and improvement opportunities.
* Collaborate with data teams to leverage insights for better decision‑making and customer experience enhancements.
What We Offer
* Equity opportunity – everyone owns a piece of the company.
* Hybrid work model with 3 days a week in office.
* 25 days holiday a year, plus 8 bank holidays.
* 2 paid volunteering days per year.
* One month paid sabbatical after 4 years.
* Employee loan.
* Free gym membership.
* Team wellness budget for activities such as yoga, tennis, or bouldering.
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Job Function
Human Resources
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