Skills

Communication Risk Management Quality Assurance Decision-making Customer Service Attention to detail Recruitment

Job Specifications

Join our fantastic Quality Assurance Team!
c£32,250 base
Free access to company holiday homes
Buy & sell holidays
Discretionary annual bonus plus an additional Shared Reward Bonus
Matched pension contribution
Health cash plan plus Private medical insurance
Life assurance and Critical illness cover
Travel season ticket loans and Ride to work scheme
Free local gym access
Local bar / restaurant discounts
Together is based in Cheadle (South Manchester)

We’re Together. For over 50 years, we’ve helped thousands of people, businesses and professionals unlock their property ambitions with our common-sense approach to mortgages and secured loans.

We take the time to understand our customers and our door is always open, so we can often help when other lenders can’t or won’t. Based in Cheadle, Cheshire, our 900 colleagues help our customers throughout the UK, backed by the power of a £7.9 billion loan book.

Job Description

The Quality Assurance Officer plays a key role within the 1st Line Risk Team, supporting both regulated and non-regulated mortgage activities by ensuring effective risk management and consistently fair customer outcomes. This role involves carrying out detailed quality assurance checks across operational, conduct, and compliance activities, ensuring colleagues adhere to process guidelines, company policies, and regulatory standards. You will be assessing the overall customer journey in line with Consumer Duty expectations, provide constructive feedback to enhance competence, and identify trends or process improvements that drive business efficiency and better outcomes.

Typical duties include:

Complete Quality Assurance activity in line with productivity expectations
Maintain SME knowledge of business procedures to ensure accurate, ‘right first time’ QA assessments are undertaken
Display consistent decision-making and provide constructive feedback to colleagues to drive improvements in competence and customer outcomes
Help to identify key risks, trends and areas for improvement and ensure that both ‘best practice’ and common findings are shared with colleagues
To escalate appropriately in the event of any significant regulatory or process breaches
Identify and escalate deficiencies in business procedures that are impacting customer outcomes or business effectiveness

Qualifications

Candidates with a blend of the following skills and experience are encouraged to apply.

Strong written and verbal communication skills
Ability to provide feedback in a professional & constructive manner
Excellent attention to detail
Effective decision-making skills
Proven ability to plan & organise workload and to adhere to targets/deadlines
High expectations of Customer Service excellence
Proficient in use of Microsoft Word, Excel and Outlook

Desirable:

Experience within the Financial Services Industry
Good understanding of FCA expectations and the Consumer Duty outcomes
Experience of Quality Assurance activity and a continuous improvement culture

Additional Information

If you feel you have some of the skills mentioned above, but not all, please do still apply and we would be happy to have a further discussion with you in regards to your suitability for the role.

Together embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference – we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills.

If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.

Click here for more information on our Recruitment Process

Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks.

About the Company

When the door to your property ambitions seems closed, ours is always open. Whether it's a house to make a home, a business step in the right direction or your next big investment, we have the keys to unlock the doors to your property ambitions. Together, opening doors since 1974. Know more