Who we are Zempler Bank is ranked 54th in the ‘2025 Best Large Companies to Work For in the UK’ as well as a top 25 Financial Service Company (from “Best Companies” survey). Since 2004, we’ve been making money simpler for businesses across the UK. Our mission is to provide easy-to-access banking services that help underserved businesses succeed. The Role Is Zempler Bank are recruiting for a Quality Assurance Officer based out of the impressive “Spine” building in Liverpool (L7) on a Full Time & initial 6 Month Fixed-Term Contract basis. The QA Officer is responsible for supporting the execution of the quality assurance frameworks across operational processes within Zempler Bank, ensuring that controls are effective, risks are mitigated, and regulatory and internal standards are consistently met. This QA Officer job provides independent oversight and challenge, drives root cause analysis, and supports the business in delivering high quality outcomes for both our customers and stakeholders. Key Accountabilities Include Quality Assurance Framework: • Support the Senior Operational Controls Manager to develop and maintain a robust QA framework aligned with regulatory expectations and internal policies. • Help define quality metrics, sampling methodologies and reporting standards Monitoring & Testing: • Support the execution of quality reviews across operational processes including complaint handling, customer interactions and control activities. • Identify trends, control weaknesses and areas for improvement Root Cause Analysis & Remediation: • Conduct deep-dive reviews and root cause analysis of quality failures and operational incidents. • Collaborate with business units to implement corrective actions and track remediation progress. Reporting & Governance: • Produce high quality MI and insights for Operations Control Manager and Senior Management for presenting at governance forums/committees (including regulatory reporting where necessary). • Escalate material issues and risks in a timely and effective manner. Stakeholder Engagement: • Partner with first-line teams to embed a culture of quality and continuous improvement. Training & Development: • Deliver training and guidance on quality standards and control expectations to operational teams ensuring consistency of process/QA assessments. You'll Need To Have • Experience in a QA Assistant/Officer position within a professional services environment (Banking/FS background preferrable but not essential) • Excellent analytical, problem solving, influencing and communication skills. • Knowledge of QA tools and reporting platforms (e.g Excel, Power BI or similar) • Understanding and awareness of operational risk frameworks and control environments including 3LOD model. • Understanding of regulatory expectations governing the support of vulnerable customers • Attention to detail, ability to think critically with a continuous improvement approach • Strong Powerpoint/Microsoft skills to support MI pack production Proud member of the Disability Confident employer scheme Disability Confident About Disability Confident A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .