About the team
The L1 Quality Assurance function supports the bank as the first line of defence monitoring calls and conducting customer journey outcome testing to ensure the bank are delivering good customer outcomes. The team is a dynamic and flexible team that work well together as a team and with the operations department highlighting trends and solutions to work as one team to improve outcomes and process adherence.
What you will be doing?
As a Quality and Control Analyst you will have the opportunity to lead the delivery of Quality and Performance related tasks ensuring that the highest of standards are always maintained.
You will drive the performance of the Financial Support Team by undertaking and providing call monitoring and case sampling and will identify development areas and solutions. You will be responsible for the delivery of the department performance, utilising your skills to drive upwards quality and productivity scores, whilst providing clear and constructive feedback to the team and managers, identifying training needs and working with People Development to coach staff to meet and exceed targets.
You will work within a close-knit and supportive team, making a valuable contribution to The Group’s success.
Your responsibilities will include…
* Undertaking process/ administration quality checking across the department ensuring all outputs are of the highest standard.
* Achieving quality checking accuracy to ensure the Financial Support team are meeting good customer outcomes.
* Proactively contributing to monthly reporting providing commentary on outputs and emerging trends.
* Assessing and marking both live and recorded calls to confirm that calls are compliant with all external regulation requirements and also satisfying the internal customer journey. Providing feedback to team managers and to People Development on coaching and development needs on poor customer outcomes, where required.
* Identifying skill needs and gaps, recommending appropriate coaching solutions in conjunction with team managers.
What's in it for you?
We offer a base salary dependent on experience of between £29,000 - £32,000 and a competitive benefits package including:
* Enhanced family-focused benefits
* Hybrid-working *3 days in the office,2days at home
* Annual bonus opportunity
Please use this link to see the fantastic benefits available at OSB: OSB Careers
About us
At OSB Group, we understand how much our people bring to our organisation, which is why we try our best to give back too! Our Purpose is to help our customers, colleagues and communities prosper and we are on a transformation journey to become ‘the bank of the future’.
Our commitment to professional development, flexible working, and employee well-being fosters a dynamic and supportive workplace.
Do you have the skills?
We are looking for talented individuals who have the experience and knowledge set out below:
* Previous experience of working within a financial services environment.
* Previous experience of assessing / quality checking / audit administrative work and providing appropriate feedback.
* Advanced skills in respect of working autonomously within existing well-defined practises and procedures is desirable.
* Intermediate skills in respect of knowledge and understanding of how the various mortgage accounts operate e.g. instalments in arrears, instalments in advance, Master and Subsidiary accounts, 2nd charge loans, STL loans are desirable.
Next steps
If this sounds like you, please apply now! For internal applications please visit the internal careers page to apply.
Still on the fence? Hear from our team or explore our process: OSB Careers
Shortlisted candidates will go through a personalised recruitment process, that is relevant and conversational – inclusive any individual reasonable support required. We want to bring out the best in you!
Diversity, Equity & Inclusion
Not sure if you meet the spec? Let us decide.
Research tells us that those from marginalised groups feel like they need to meet 100% of the criteria to apply. Here at OSB, we are committed to inclusivity and understand the value different experiences and perspectives can bring, so please don’t feel like you need to check every box to apply for a role internally.
We champion diversity at all levels, with Board-level Diversity Champions tracking our progress. We are proud to be signed up to the Women in Finance Charter to actively support the growth and development of senior women in our sector and are dedicated to treating all our employees and job applicants equally, opposed to discrimination on any grounds.
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