Quality Assurance Officer - First Line Risk
Location: Head Office, London
Hours: Monday to Friday, 9:00am-5:30pm
Working Pattern: Hybrid (50/50)
Reports to: Risk & Compliance Manager
Department: First Line Risk & Compliance - Quality Assurance
About the Role
We're looking for a highly analytical, detaildriven Quality Assurance Officer to join our First Line Risk function. This role sits at the heart of HTB's assurance framework, ensuring our customer operations and frontline processes consistently deliver fair outcomes, meet regulatory expectations and uphold the bank's high standards.
You'll conduct assurance reviews, thematic assessments and complaints investigations - playing a key role in identifying trends, improving colleague competence and strengthening our risk culture. If you're curious, thorough, and passionate about getting things right for customers, this role offers significant impact and visibility across the organisation.
Key Responsibilities
Quality Assurance & Thematic Reviews
* Complete monthly, quarterly and annual QA assessments within agreed timelines
* Conduct thematic reviews to assess colleague competence, customer outcomes and control effectiveness
* Document observations, evidence, and management actions thoroughly and clearly
* Identify trends, root causes and themes across reviews
* Track and support the completion of management actions
* Collate data and contribute to QA reporting packs
Complaints Management Support
* Conduct full endtoend complaints investigations within SLA
* Engage with customers to understand their concerns and provide regular updates
* Draft clear, professional and empathetic final response letters
* Identify training needs, gaps or failures and escalate appropriately
* Support risk event management and contribute to corrective action plans
Who You'll Work With
You'll collaborate with:
* Heads of Operations & Team Leaders
* Customer Operations Teams
* Risk & Compliance (2LOD)
What We're Looking For
Qualifications & Experience
* Previous experience in financial services (essential)
* Experience in mortgages, specialist mortgages, bridging, development finance or savings (preferred)
* Experience in a QA role and/or complaints management
* Understanding of regulatory expectations around complaint handling
Skills & Attributes
* Exceptional attention to detail and accuracy
* Strong written communication skills
* Proficient in Microsoft Office (Excel & PowerPoint)
* Confident in planning, organising and prioritising workload
* Curious, riskaware and comfortable asking challenging questions
* Resilient, selfaware and able to work independently
* A proactive selfstarter with professionalism and initiative
Benefits
* Competitive salary
* Discretionary annual bonus
* Annual pay review
* Private Medical Insurance (Bupa)
* Mental health & wellbeing support via YuLife & Bupa
* 25 days annual leave (increasing with service) + Holiday Buy Scheme
* Cycle to Work & Green Car Schemes
* Enhanced family leave
* Study support & professional memberships
* Hybrid working (50/50)
* YuLife Rewards - retail, lifestyle & experience discounts
* 8% employer pension contribution (noncontributory)
* Interestfree season ticket loan
* Annual volunteering day & Net Zero commitment
If you're passionate about improving customer outcomes, strengthening operational controls and supporting a culture of excellence, we'd love to hear from you.